Tier 1 Support Technician
Listed on 2025-12-31
-
IT/Tech
IT Support, Technical Support
Job Title: Tier 1 Support Technician
Location: Plano, TX / Hybrid Remote
Company: Trusted Cyber
Job Type: Full-Time
About Techmedix:
Trusted Cyber is a growing Managed Service Provider (MSP) focused on delivering reliable IT solutions to small and mid-sized businesses. We pride ourselves on responsive service, technical excellence, and a strong customer-first approach.
Position Summary:
As a Tier 1 Support Technician, you’ll serve as the first point of contact for clients experiencing technical issues. In this role, exceptional customer service, clear communication, and fast, reliable support are paramount. You’ll troubleshoot common problems, escalate complex issues, and maintain the level of professionalism that our clients expect and value.
Key Responsibilities:
- Serve as the initial contact for client support requests via phone, email, or remote tools
- Provide timely, accurate resolution of routine technical issues (e.g., login problems, printer support, software setup)
- Document all incidents, actions, and resolutions in the ticketing system
- Escalate more complex or unresolved issues to Tier 2 support
- Adhere to internal documentation, scripts, and SLAs
- Support client onboarding/offboarding in systems like Microsoft 365 and Active Directory
- Deliver a customer-focused experience with patience, clarity, and a problem-solving mindset
Requirements:
- 1+ years of experience in a help desk or technical support role (MSP experience a plus)
- Strong customer service skills with a demonstrated ability to handle technical inquiries professionally
- Working knowledge of Windows OS, Microsoft 365, and basic networking
- Excellent verbal and written communication
- Familiarity with remote support tools and ticketing systems (e.g., Connect Wise, Ninja RMM)
Preferred Certifications:
- CompTIA A+, Network+, or related industry certifications
What We Offer:
- Growth opportunities within a collaborative, tech-savvy team
- Exposure to diverse client environments and evolving technologies
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).