DataTel · 3 hours ago

Remote Tier 1 IT Support Engineer

United States

Full-time

Remote

Entry Level

$45K/yr - $48K/yr

2+ years exp

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Hiring Manager

Ben Tiggelaar

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Responsibilities

Helpdesk Support: Respond to client inquiries via phone, email, or ticketing system, ensuring timely resolution of Level 1 support requests.

Troubleshooting: Diagnose and resolve hardware, software, and network issues, escalating complex problems to Tier 2 or Tier 3 support when necessary.

Customer Interaction: Deliver exceptional customer service by maintaining clear communication, setting expectations, and providing updates on issue status.

System Monitoring: Assist in monitoring client systems and networks to identify potential issues, ensuring optimal performance.

Documentation: Maintain accurate records of support activities, including troubleshooting steps, solutions provided, and escalation details, in the ticketing system.

Configuration & Setup: Support the deployment and configuration of workstations, mobile devices, and peripheral equipment.

Training & Guidance: Educate clients on basic IT practices, tools, and security measures to enhance their efficiency and productivity.

Collaboration: Work closely with the MSP team to ensure seamless service delivery and knowledge sharing.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Windows OSMac OSNetworking conceptsHardware troubleshootingMicrosoft Office SuiteTCP/IPDNSDHCPIT helpdesk experienceCompTIA A+Microsoft FundamentalsRemote support toolsTicketing systemsTask managementInterpersonal abilities