IT Support Technician

The Tier 1 IT Support Technician will be the first point of contact for IT support, providing technical assistance to end-users across the company. This role involves troubleshooting hardware, software, and network issues, setting up new devices, and ensuring excellent end-user support. The ideal candidate is a problem-solver with a strong technical foundation and a passion for helping people.

Responsibilities

Monitor infrastructure, alerts, and dashboards (NOC-style); triage, respond to, and escalate incidents per runbooks and SLAs; Execute and verify patching and update cycles across servers, endpoints, and third-party applications during maintenance windows; Respond to security alerts and events: initial investigation, containment steps, phishing triage, and escalation to senior staff as required; Troubleshoot business application issues for end users, from basic how-to questions through advanced diagnostics; Provide Level 1–2 end-user support (accounts, access, devices, connectivity, collaboration tools) via ticketing system, chat, and phone; Document all work in the ticketing system; create and improve knowledge-base articles and runbooks; Hand off open issues cleanly to the U.S. day team with clear status notes

Requirements

1+ years of experience in IT support, help desk, or a related role; Proficiency in Windows 10/11, macOS, and Microsoft 365 applications; Basic understanding of networking fundamentals (TCP/IP, Wi-Fi, VPN, DNS); Strong troubleshooting skills for hardware, software, and peripherals; Ability to explain technical concepts to non-technical users with patience and clarity; Excellent customer service, problem-solving, and communication skills

Nice to have

IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 Certified; Experience with Active Directory, Group Policy, and remote desktop tools; Familiarity with ticketing systems (NinjaRMM, Zendesk, or similar); Exposure to logistics, transportation, or warehouse environments is a plus