Tier 1 Service Desk Technician

Position Summary:

We are seeking a dedicated and customer-focused Tier 1 Service Desk Technician to join our team. This role involves providing first-line technical support by handling inbound calls, resolving issues promptly, and ensuring client satisfaction. The ideal candidate has a strong phone presence, excellent communication skills, and a proactive approach to troubleshooting and de-escalating concerns.

Job Details:

Work from Home

Mon - Fri 8 AM to 5 PM EST (8 PM to 5 AM PHT)

*Following US Holidays

Responsibilities:

Inbound Call Handling: Serve as the first point of contact for clients, prioritizing inbound calls and addressing issues promptly.

Troubleshooting: Diagnose and resolve technical issues within a 30-minute window before escalating to Tier 2 support.

Microsoft 365 Administration: Manage accounts and licensing efficiently.

Ticketing System Management: Utilize the ConnectWise ticketing system or a similar platform to log, monitor, and resolve support requests.

Client Concern De-escalation: Handle client concerns with professionalism and empathy to maintain satisfaction and trust.

Qualifications:

Minimum of 3–5 years in a service desk or technical support role (more experience is highly preferred).

A+ or Network+ certifications are advantageous.

Microsoft certifications are a plus.

A degree is not required; relevant experience and skills are prioritized.

Strong communication and phone presence, with the ability to provide excellent customer service.

Proficiency in troubleshooting technical issues.