Level 1 Technical Support

Job Title Level 1 Technical Support Reports to Service Desk Manager Job Overview Level 1 Technical Support (Entry Level) serves as the first point of contact to all our clients and is responsible for handling incoming service requests including documenting client issues by creating tickets, asking for clarification when necessary, resolve some tier 1 service requests. Must be technically capable and a self-starter with strong organizational and customer service skills. Will be expected to communicate with clients regarding the status of ongoing tickets. May be required to travel to client sites, work weekends or after hours and work mandatory overtime when necessary. Desired Attributes and Experience
  • Customer service mentality
  • Strong organizational and time management skills
  • Excellent verbal and written communication skills
  • Strong interpersonal skills
  • Reliable
  • Solid understanding of computers, networks and software
  • Experience using MS Office applications: Word, Excel, Outlook
  • High attention to detail
  • Previous experience with ConnectWise or other ticketing system
  • Ability and willingness to travel to client sites as needed
  • Ability and willingness to work overtime when needed
  • Ability and willingness to work in a high-pressure environment
  • Ability and willingness to work in a collaborative team environment
  • Ability and willingness to quickly learn new technology and software
  • Ability to lift 50 lbs.
Responsibilities and Duties
  • Answer phones, prepare detailed service tickets
  • Act as the single point of contact to clients for all service requests
  • Provide outstanding customer service/communication skills
  • Possess a good understanding of computers and common operating systems
  • High attention to detail
  • Previous knowledge of Connectwise or experience using another CRM or ticketing system
  • Experience using MS Office applications: Word, Excel, Outlook
  • Ability to work under high pressure
  • Resolve tier 1 support tickets, where possible
Minimal Education/Certification Requirements
  • High School diploma/GED
  • A+ or equivalent certification
  • Prior business experience a plus

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