Serve as the first point of contact for customers seeking technical assistance via phone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions to hardware and application-based issues
Determine best solution based upon the issue and details provided by customers
Walk the customer through the problem-solving process
Escalate unresolved issues to the next level of support when needed
Provide accurate information on IT products or services
Record events and problems and their resolution in ticketing system
Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved
This position will function as an extension of the business, working with end users implementing solutions for Cloud Based platforms and infrastructure.

Minimum 3 years’ full-time experience working in a technology solutions environment
Excellent written and verbal communication skills
Knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices, and other technical products
Strong decision making and problem-solving abilities
Strong interpersonal and relationship building skills
Strong passion for customer service
Exceptional organizational skills and the ability to handle multiple tasks concurrently.
Ability to learn quickly in a fast-paced environment
Experience with Windows Desktop Operating Systems (Windows 11)
Experience with Microsoft Office Applications – O365 (Word, Excel, etc.) from a user’s perspective
System Administrator experience with Azure, Admin Portal, O365 Admin, SCCM, Intune, Virtual Technology, Citrix, Azure AD, Company Portal
Basic Networking and Command Line Skills
PowerShell Skills Desired but not required
Microsoft MCP Windows 11, Microsoft MCP Office 365, COMTIA A+ or related experience, Azure Administrator Associate, Azure Fundamentals

IT Support Technician

Key skills