L1 Technician

L1 Technician

The Level 1 IT Support Technician serves as the first line of technical support for In-Telecom clients, providing support through phone, email, ticketing system, chat, and remote support tools. This role is responsible for troubleshooting and resolving common end-user, workstation, Microsoft 365, access, printer, basic networking, and application issues while delivering a professional and consistent client experience. This position operates in a fast-paced Managed Services Provider environment where technicians support multiple client environments, manage competing priorities, and balance urgency, accuracy, documentation, and client communication.

The Level 1 Technician is expected to own tickets from first response through resolution or proper escalation, follow documented processes and SOPs, maintain accurate ticket notes and time entries, and escalate issues appropriately when additional technical support or operational alignment is needed. The ideal candidate is technically curious, coachable, client-focused, and able to shift priorities quickly based on client impact.

This role also provides strong opportunity for continued learning and growth within the service desk and broader technical career path. Participation in a rotating on-call schedule may be required to provide after-hours support coverage.

• Provide first-level technical support for end users across multiple client environments.
• Respond to tickets, calls, alerts, and service requests in a timely, professional, and client-focused manner.
• Troubleshoot and resolve common issues related to Windows workstations, Microsoft 365, Outlook, Teams, One Drive, SharePoint, printers, password resets, MFA, VPN, connectivity, and line-of-business applications.
• Properly categorize, prioritize, and document tickets according to company standards.
• Maintain clear and timely communication with clients throughout the ticket lifecycle.
• Confirm issue resolution with the end user before closing tickets.
• Escalate issues to Level 2, Field, Engineering, or other internal teams when the issue exceeds Level 1 scope, impacts multiple users, requires administrative changes, or indicates a larger technical concern.
• Follow documented SOPs, knowledge base articles, escalation paths, and client-specific procedures.
• Identify recurring issues, client-impacting patterns, or tickets that may require problem management.
• Accurately document troubleshooting steps, time entries, client communication, and resolution details.
• Support endpoint setup, user onboarding and offboarding tasks, software installs, access requests, and basic device troubleshooting.
• Maintain professionalism when working with users ranging from frontline employees to executive leadership.
• Participate in ongoing training, coaching, and technical skill development.

Associate degree, technical school training, relevant certifications, or equivalent hands-on IT experience preferred. A bachelor's degree in Information Technology, Computer Science, or a related field is a plus, but not required. Minimum of 1 year of experience in a Help Desk, Service Desk, desktop support, or technical customer support role preferred. Experience in a Managed Services Provider or multi-client support environment is a plus.

Qualified candidates should have strong customer service, communication, troubleshooting, and documentation skills, with the ability to manage multiple tickets, prioritize based on client impact, follow SOPs and escalation paths, and recognize when an issue requires higher-level technical support. One or more of the following certifications preferred:

• CompTIA ITF+
• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals
• Microsoft Endpoint Administrator Associate
• Other Microsoft 365, Azure, endpoint, or security-related certifications

Experience supporting and troubleshooting:

• Windows 10/11 workstations.
• macOS workstations preferred.
• Microsoft 365 applications and services, including Outlook, Teams, One Drive, SharePoint, and Exchange Online.
• Basic user account administration within Active Directory and Microsoft Entra .
• Email…