Job Description:
We are looking for a Tier 1 IT Support Engineer who will serve as the first line of contact for clients seeking technical assistance. You will be responsible for diagnosing and resolving basic technical problems, escalating when necessary, and ensuring a great customer service experience. This is an exciting opportunity for someone passionate about technology, eager to grow, and committed to providing top-tier support.
Responsibilities:
- Provide first-line technical support via phone, email, or ticketing system
- Diagnose and troubleshoot software, hardware, and network issues
- Escalate unresolved issues to Tier 2/3 support teams
- Maintain accurate and detailed documentation of support activities
- Assist with onboarding new users (hardware setup, account provisioning)
- Perform routine system maintenance tasks (patching, updates, monitoring)
- Deliver outstanding customer service and follow-up on all open issues
- Maintain a high level of professionalism and responsiveness
- Participate in ongoing training to develop technical skills and certifications
Preferred Qualifications:
- Passion for technology
- Strong customer service orientation and a patient, professional demeanor
- Excellent communication skills, both written and verbal
Nice to Have:
- Customer Service experience (ideally at an Managed Service Provider)
- Experience with Remote Monitoring and Management (RMM) tools (e.g., Datto, Kaseya)
- CompTIA A+, Network+, or Microsoft certifications
What we Offer:
- Competitive salary and bonus opportunities
- Health, dental, and vision insurance
- Paid time off and holidays
- Training budget and certification support
- Career growth opportunities within the company
- A collaborative, supportive team environment with multiple team building events
How to Apply:
Submit your resume and a brief cover letter explaining why you're a great fit for IT Total Care. We look forward to hearing from you!
