This is a remote position.
Job Summary
The Level 1 Technician is an entry-level position responsible for providing initial technical support to clients resolving basic issues and escalating complex problems to higher-tier technicians. This role serves as the first point of contact with clients via phone email or chat ensuring prompt and professional service. You will work closely with a supportive team leveraging our advanced tools to manage tickets maintain documentation and
contribute to our automation initiatives. This is a remote or on-site opportunity with a focus on skill development and career growth.
Key Responsibilities
Respond to client inquiries and technical issues via phone email or chat using Dialpad aiming for a 98% response SLA within 30 seconds.
Diagnosing and resolution basic hardware software and network issues (e.g. password resets printer troubleshooting basic OS support).
Log and manage tickets in ConnectWise Automate ensuring accurate details and timely update.
Escalate unresolved issues to Level 2 technicians or the Service Team Lead with clear documentation reducing backlog.
Assist in triaging tickets during daily huddles prioritizing based on client urgency and team capacity.
Update and maintain documentation in ConnectWise including SOPs and resolution notes to support knowledge sharing.
Collaborate with teammates to identify automation opportunities supporting our real-time operations goal.
Engage in Lunch and Learn sessions to develop skills (e.g. A certification prep) and stay updated on tools like Timezest.
Requirements
Required Qualifications
02 years of experience in IT support or a related technical role or equivalent hands-on experience.
Experience working in overnight or 24/7 support environments including:
Real-time system monitoring
Responding to alerts and incidents during off-hours
Performing initial troubleshooting
Escalating issues to higher-tier support teams when needed
Experience using Google Workspace.
Basic understanding of Windows macOS and common software applications (e.g. Microsoft Office).
Familiarity with IT support tools such as remote desktop software and ticketing systems (e.g. ConnectWise).
Strong problem-solving skills and ability to learn quickly in a fast-paced environment.
Excellent verbal and written communication skills for client and internal team interactions.
Ability to work independently and collaboratively with a strong team-player mindset.
Willingness to work flexible schedules including overnight or early shifts to support 24/7 operations.
Ability to handle responsibilities beyond a standard Tier 1 role with growing ownership of technical issues.
Skills Requirements
Entry-level certifications (e.g. CompTIA A ITIL Foundation) or willingness to pursue them.
Experience in MSP environments or client-facing technical support roles.
Basic scripting knowledge (e.g. PowerShell Batch) to support automation or troubleshooting tasks.
Familiarity with network troubleshooting concepts (e.g. ping traceroute) and basic firewall concepts.
Preferred Qualifications
Exposure to incident response workflows and escalation processes in a production environment.
Demonstrated ability to take on more advanced technical responsibilities as part of a growing support team.
Independent Contractor Perks:
- Health Insurance Coverage for eligible locations
- Permanent work-from-home
- Immediate hiring
- Steady freelance job
ZR29212JOB
Required Skills:
Required Qualifications 02 years of experience in IT support or a related technical role or equivalent hands-on experience. Experience working in overnight or 24/7 support environments including: Real-time system monitoring Responding to alerts and incidents during off-hours Performing initial troubleshooting Escalating issues to higher-tier support teams when needed Experience using Google Workspace. Basic understanding of Windows macOS and common software applications (e.g. Microsoft Office). Familiarity with IT support tools such as remote desktop software and ticketing systems (e.g. ConnectWise). Strong problem-solving skills and ability to learn quickly in a fast-paced environment. Excellent verbal and written communication skills for client and internal team interactions. Ability to work independently and collaboratively with a strong team-player mindset. Willingness to work flexible schedules including overnight or early shifts to support 24/7 operations. Ability to handle responsibilities beyond a standard Tier 1 role with growing ownership of technical issues. Skills Requirements Entry-level certifications (e.g. CompTIA A ITIL Foundation) or willingness to pursue them. Experience in MSP environments or client-facing technical support roles. Basic scripting knowledge (e.g. PowerShell Batch) to support automation or troubleshooting tasks. Familiarity with network troubleshooting concepts (e.g. ping traceroute) and basic firewall concepts. Preferred Qualifications Exposure to incident response workflows and escalation processes in a production environment. Demonstrated ability to take on more advanced technical responsibilities as part of a growing support team.
Required Education:
-
This is a remote position. Work Schedule: Position requires flexible and amenable to possible shifting schedule. Possible work schedule would be: Tuesday - Saturday 6PM - 3AM Pacific Monday - Friday 9AM - 6AM Pacific Job Summary The Level 1 Technician is an entry-level position r...
This is a remote position.
Job Summary
The Level 1 Technician is an entry-level position responsible for providing initial technical support to clients resolving basic issues and escalating complex problems to higher-tier technicians. This role serves as the first point of contact with clients via phone email or chat ensuring prompt and professional service. You will work closely with a supportive team leveraging our advanced tools to manage tickets maintain documentation and
contribute to our automation initiatives. This is a remote or on-site opportunity with a focus on skill development and career growth.
Key Responsibilities
Respond to client inquiries and technical issues via phone email or chat using Dialpad aiming for a 98% response SLA within 30 seconds.
Diagnosing and resolution basic hardware software and network issues (e.g. password resets printer troubleshooting basic OS support).
Log and manage tickets in ConnectWise Automate ensuring accurate details and timely update.
Escalate unresolved issues to Level 2 technicians or the Service Team Lead with clear documentation reducing backlog.
Assist in triaging tickets during daily huddles prioritizing based on client urgency and team capacity.
Update and maintain documentation in ConnectWise including SOPs and resolution notes to support knowledge sharing.
Collaborate with teammates to identify automation opportunities supporting our real-time operations goal.
Engage in Lunch and Learn sessions to develop skills (e.g. A certification prep) and stay updated on tools like Timezest.
Requirements
Required Qualifications
02 years of experience in IT support or a related technical role or equivalent hands-on experience.
Experience working in overnight or 24/7 support environments including:
Real-time system monitoring
Responding to alerts and incidents during off-hours
Performing initial troubleshooting
Escalating issues to higher-tier support teams when needed
Experience using Google Workspace.
Basic understanding of Windows macOS and common software applications (e.g. Microsoft Office).
Familiarity with IT support tools such as remote desktop software and ticketing systems (e.g. ConnectWise).
Strong problem-solving skills and ability to learn quickly in a fast-paced environment.
Excellent verbal and written communication skills for client and internal team interactions.
Ability to work independently and collaboratively with a strong team-player mindset.
Willingness to work flexible schedules including overnight or early shifts to support 24/7 operations.
Ability to handle responsibilities beyond a standard Tier 1 role with growing ownership of technical issues.
Skills Requirements
Entry-level certifications (e.g. CompTIA A ITIL Foundation) or willingness to pursue them.
Experience in MSP environments or client-facing technical support roles.
Basic scripting knowledge (e.g. PowerShell Batch) to support automation or troubleshooting tasks.
Familiarity with network troubleshooting concepts (e.g. ping traceroute) and basic firewall concepts.
Preferred Qualifications
Exposure to incident response workflows and escalation processes in a production environment.
Demonstrated ability to take on more advanced technical responsibilities as part of a growing support team.
Independent Contractor Perks:
- Health Insurance Coverage for eligible locations
- Permanent work-from-home
- Immediate hiring
- Steady freelance job
ZR29212JOB
Required Skills:
Required Qualifications 02 years of experience in IT support or a related technical role or equivalent hands-on experience. Experience working in overnight or 24/7 support environments including: Real-time system monitoring Responding to alerts and incidents during off-hours Performing initial troubleshooting Escalating issues to higher-tier support teams when needed Experience using Google Workspace. Basic understanding of Windows macOS and common software applications (e.g. Microsoft Office). Familiarity with IT support tools such as remote desktop software and ticketing systems (e.g. ConnectWise). Strong problem-solving skills and ability to learn quickly in a fast-paced environment. Excellent verbal and written communication skills for client and internal team interactions. Ability to work independently and collaboratively with a strong team-player mindset. Willingness to work flexible schedules including overnight or early shifts to support 24/7 operations. Ability to handle responsibilities beyond a standard Tier 1 role with growing ownership of technical issues. Skills Requirements Entry-level certifications (e.g. CompTIA A ITIL Foundation) or willingness to pursue them. Experience in MSP environments or client-facing technical support roles. Basic scripting knowledge (e.g. PowerShell Batch) to support automation or troubleshooting tasks. Familiarity with network troubleshooting concepts (e.g. ping traceroute) and basic firewall concepts. Preferred Qualifications Exposure to incident response workflows and escalation processes in a production environment. Demonstrated ability to take on more advanced technical responsibilities as part of a growing support team.
Required Education:
-
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Job Location:
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
