Managed Services - Tier I

Managed Services – Tier I Support

Location:

West Chester, OH (On-Site Full Time, M-F)

Salary based on experience $40,000-$60,000 annually

Tier I Analysts are the first line of support within KiZAN’s Managed Services team. They provide high-quality customer service, resolve common technical issues, and escalate complex problems to higher-tier engineers. This role is foundational to building client trust and ensuring SLA adherence.

• Serve as the first point of contact for customers via phone, email, and ticketing system.
• Perform initial triage, troubleshooting, and resolution for incidents related to Microsoft 365, Windows OS, and basic networking.
• Accurately document, classify, and elevate unresolved tickets to Tier II engineers or appropriate teams.
• Maintain detailed knowledge base documentation to support first-call resolution.
• Contribute to proactive tasks, including system health checks and user provisioning/deprovisioning.
• Participate in on-call rotation and after-hours support as required.

• High school diploma required;
  Associate’s or Technical degree preferred.
• 1–2 years of IT support experience, preferably in a Managed Services or Service Desk environment.
• Fundamental knowledge of Microsoft 365 workloads (Teams, Exchange, SharePoint, One Drive).
• Understanding of Active Directory user and group management.
• Strong communication, problem-solving, and customer service skills.
• Microsoft certifications (e.g., AZ-900, MS-900, MD-100) preferred but not required.

EEO/AA Employer

We invest in our people because they are our greatest asset. Our benefits include:

• Health & Wellness:
  Comprehensive medical, dental, and vision coverage.
• Future-Ready Retirement:
  Employer-sponsored 401(k) with company contributions.
• Security & Protection:
  Company-paid life insurance and disability coverage.
• Generous PTO:
  Ample vacation, 8 paid holidays, and a floating holiday.
• Professional Growth:
  Access to cutting-edge technologies, certifications, and career development through Microsoft partnerships.

At KiZAN, we don’t just deliver technology—we transform it into a strategic advantage. As a premier Microsoft Gold Partner and elite provider of Professional and Managed Services, we empower regional, national, and global enterprises to innovate, connect, and thrive. Excellence isn’t optional here, it’s our standard.

Joining KiZAN means stepping into a culture of collaboration, influence, and impact. Here, you don’t just support leadership, you help shape the future.