System Support Technician

System Support Technician (Tier 1)

Location: Alburquerque NM US
Type: Full-Time - Onsite

About Netsurit

Netsurit is a global Managed Services Provider (MSP) empowering clients to grow innovate and secure their businesses through technology. With teams across the US and South Africa our mission is to support the Dreams of the Doers while delivering exceptional IT services and client experiences.

We are looking for a highly organized proactive and detail-driven Account Executive Assistant to support our US Account Executive team. If you thrive in a fast-paced environment excel at multitasking and enjoy bringing structure and efficiency to teams this role is for you.

Role Overview

Join a High-Performance IT Services Team

We are looking for a customer-focused technically strong System Support Technician (Tier 1) to join our growing IT support team in Albuquerque.

This role is perfect for someone who enjoys solving problems helping users and growing into advanced technical work. Youll handle frontline support triage tickets and also work on escalations network/server issues security alerts and deployments.

Youll be a critical part of delivering an excellent end-user experience while working in a fast-paced professional MSP-style environment.

What Youll Do:

Call Management

• Handle incoming support calls with professionalism and strong soft skills.
• Effectively gather and document relevant information from users.
• Provide proper handoffs to relevant teams or personnel.
• Manage escalations and de-escalations tactfully.
• Utilize tools like 8x8 and Microsoft Teams for communication and collaboration.

Ticket Generation and Initial Triage

• Create update and track service tickets accurately.
• Locate machines and user information through ConnectWise (CW) Kaseya VSA and internal SOPs.
• Perform initial assessment and prioritization of support requests.

Types of Support Tickets You May Handle

• Application installations and troubleshooting.
• Windows operating system troubleshooting.
• User onboarding and offboarding.
• VoIP/phone system support and troubleshooting.
• Handling security alerts including Microsoft Defender incidents.
• Responding to network outages.
• Conducting basic hardware diagnostics and support.
• Performing work on-site at client locations when required.

General Skills and Workflow

• • Manage your schedule and daily task flow efficiently.
    
  • Maintain and update internal documentation as needed.
    
  • Collaborate with team members to ensure knowledge sharing and process improvement.
    
  • Handle incoming support calls with professionalism and strong soft skills.
    
  • Effectively gather and document relevant information from users.
    
  • Provide proper handoffs to relevant teams or personnel.
    
  • Manage escalations and de-escalations tactfully.
    
  • Utilize tools like 8x8 and Microsoft Teams for communication and collaboration.
    
• 
  

Ticket Generation and Initial Triage

• Create update and track service tickets accurately.
• Locate machines and user information through ConnectWise (CW) Kaseya VSA and internal SOPs.
• Perform initial assessment and prioritization of support requests.

Types of Support Tickets You May Handle

• Application installations and troubleshooting.
• Windows operating system troubleshooting.
• User onboarding and offboarding.
• VoIP/phone system support and troubleshooting.
• Handling security alerts including Microsoft Defender incidents.
• Responding to network outages.
• Conducting basic hardware diagnostics and support.
• Performing work on-site at client locations when required.

General Skills and Workflow

• Manage your schedule and daily task flow efficiently.
• Maintain and update internal documentation as needed.
• Collaborate with team members to ensure knowledge sharing and process improvement.

What Were Looking For:

Required / Strongly Preferred:

• 13 years IT support experience (Service Desk / MSP / Internal IT)
• Experience in Tier 1 or escalation support
• Strong knowledge of:
• Windows desktop & server
• Networking fundamentals
• Hardware & software troubleshooting

• Experience with:

• ConnectWise Kaseya VSA Jira ServiceNow or similar
• Strong communication skills (especially phone-based support)
• Organized calm under pressure detail-oriented
• Understanding of security best practices (Microsoft Defender etc.)

Nice to Have:

• Certifications:
• CompTIA Network
• Microsoft Azure Fundamentals (or similar)
• Experience with:
• Network device configuration (routers switches)
• Phone system configuration
• Firewall management

Why Join Netsurit

Youll be part of a team that:

• Values quality accountability and customer experience
• Invests in your skills and career growth
• Gives you exposure to real infrastructure security and projects Work with a global high-performance team.
• Be part of a company focused on innovation excellence and employee growth.
• Enjoy a hybrid work environment with long-term stability and career development.
• Contribute to impactful work supporting our clients and the Dreams of the Doers.

Join Netsurit at the forefront of AI transformation where technology meets ambition. Help us design implement and scale intelligent solutions that empower our clients to automate processes uncover insights and accelerate growth. Leverage tools like Microsoft Copilot Azure AI and custom machine learning models to turn data into meaningful business outcomes. Be part of a team thats shaping the future of AI-powered innovation.

Please share your experience and knowledge in AI as part of your application wed love to see how you can help us drive whets next.