Level 1/2 Support Technician

The role

This entry-level role involves supporting small to mid-sized businesses by keeping their technology running smoothly. You will act as the first point of contact for client issues and provide technical support for various hardware and software environments.

What you will do

• Be the first point of contact for client issues via phone, email, and automated alerts.
• Triage tickets by identifying problems, assessing severity, and escalating when needed.
• Keep clients updated throughout the resolution process.
• Configure and deploy new workstations and migrate data and applications.
• Troubleshoot Windows PCs, servers, and common hardware issues.
• Support Active Directory, DNS, file/folder security, print servers, and certificates.
• Monitor and troubleshoot client LAN environments.
• Assist with endpoint security and email management.
• Document everything in IT Glue.

Required qualifications

• 6 months to 1.5 years of experience in a helpdesk or IT support role.
• Native English speaker.
• Proven experience communicating with customers across multiple platforms (phone, email, ticketing systems).
• Hands-on experience with RMM, PSA/ticketing, and documentation platforms.
• Windows OS experience in Workgroup and Domain environments.
• Ability to set up PCs and migrate data.
• Working knowledge of Office 365, Adobe, and common Windows apps.
• Endpoint security and antivirus experience.
• Familiarity with email management platforms like OpenText (AppRiver).
• Hardware troubleshooting at the subassembly level (hard drives, power supplies, GPUs, etc.).
• Windows Server: Active Directory, DNS, file/folder security, certificates, and print servers.
• Virus removal, spam mitigation, and LAN troubleshooting.

Nice to have

• Experience at an MSP or in a role supporting multiple clients simultaneously.
• BitDefender

About the company

They are a growing Managed Services Provider known for their responsive, people-first approach to IT support.