IT Support Technician

Position Summary:

The Tier 1 IT Support Technician will be the first point of contact for IT support, providing technical assistance to end-users across the company. This role involves troubleshooting hardware, software, and network issues, setting up new devices, and ensuring excellent end-user supper. The ideal candidate is a problem-solver with a strong technical foundation and a passion for helping people.

Key Responsibilities

• Monitor infrastructure, alerts, and dashboards (NOC-style); triage, respond to, and escalate incidents per runbooks and SLAs.

• Execute and verify patching and update cycles across servers, endpoints, and third-party applications during maintenance windows.

• Respond to security alerts and events: initial investigation, containment steps, phishing triage, and escalation to senior staff as required.

• Troubleshoot business application issues for end users, from basic how-to questions through advanced diagnostics.

• Provide Level 1–2 end-user support (accounts, access, devices, connectivity, collaboration tools) via ticketing system, chat, and phone.

• Document all work in the ticketing system; create and improve knowledge-base articles and runbooks.

• Hand off open issues cleanly to the U.S. day team with clear status notes.

Qualifications & Skills

Required:

• 1+ years of experience in IT support, help desk, or a related role.

• Proficiency in Windows 10/11, macOS, and Microsoft 365 applications.

• Basic understanding of networking fundamentals (TCP/IP, Wi-Fi, VPN, DNS).

• Strong troubleshooting skills for hardware, software, and peripherals.

• Ability to explain technical concepts to non-technical users with patience and clarity.

• Excellent customer service, problem-solving, and communication skills.

Preferred:

• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 Certified.

• Experience with Active Directory, Group Policy, and remote desktop tools.

• Familiarity with ticketing systems (NinjaRMM, Zendesk, or similar).

• Exposure to logistics, transportation, or warehouse environments is a plus.