Technical Support 20998

Role: Technical Support
Priority Location: Philippines South Africa Latin America
Working Hours: Monday-Friday 8:00am- 5:00pm CST
Target Start Date: ASAP (Urgent Hiring)

The final offer is at the clients discretion and will depend on the candidates interview result skills and experience.

About the Company:

A managed cybersecurity and IT services company serving small and mid-sized businesses across regulated industrieshealthcare legal manufacturing accounting and constructionthroughout Northern California. We combine vCISO compliance advanced security and managed IT services to help our clients operate securely and confidently.

About the Role:

We are looking for a Level 1 Technical Support / Help Desk Technician to serve as the first point of contact for client technical issues. Youll triage troubleshoot and resolve everyday IT problems escalate more complex issues to Level 2/3 engineers and help deliver the responsive high-touch support our clients rely on.

Key Responsibilities:

• Respond to and resolve incoming support tickets calls and emails from client end users
• Troubleshoot common hardware software network connectivity and account access issues
• Provision reset and manage user accounts and permissions in Microsoft 365 Active Directory and Google Workspace
• Support and troubleshoot Windows and macOS desktops/laptops printers and basic network equipment
• Document all work clearly in the ticketing system including steps taken and resolution
• Escalate unresolved or complex issues to Level 2/3 support with clear complete notes
• Follow established security procedures and flag anything that looks like a potential security incident
• Maintain a professional patient customer-first approach on every ticket and call

Qualifications & Skills:

• 2 years of experience with Level 1 help desk or technical support (professional internship or equivalent hands-on experience)
• Working knowledge of Microsoft 365 administration (mailboxes licensing basic admin center tasks)
• Familiarity with Active Directory (user/group management password resets basic permissions)
• Familiarity with Google Workspace administration
• Basic understanding of Windows OS; macOS a plus
• Strong troubleshooting instincts and a methodical approach to diagnosing issues
• Clear written and verbal communication youll be explaining technical issues to non-technical people all day
• Ability to prioritize and manage multiple open tickets at once

Preferred/Nice to Have:

• Prior experience at an MSP (managed service provider)
• Familiarity with RMM or PSA ticketing platforms
• Basic networking knowledge (DNS DHCP VPN)