Tier 1 Support Technician

Position Summary 

The Tier 1 IT Support Technician will primarily be responsible for preparing, deploying, and installing desktop and laptop workstations for our managed services clients. This role also provides first-level technical support, documents work performed, and escalates issues when necessary. The ideal candidate has experience working in a Managed Service Provider (MSP) environment and is comfortable using industry-standard RMM and PSA platforms. 

Responsibilities 

• Configure, deploy, and install Windows desktop and laptop workstations. 

• Perform workstation replacements, upgrades, and migrations. 

• Configure Microsoft 365 accounts, Outlook, OneDrive, Teams, and related applications. 

• Join computers to Microsoft Entra ID (Azure AD) or Active Directory domains. 

• Install and configure business software and peripherals. 

• Document work performed and maintain accurate client records. 

• Utilize ConnectWise Manage. 

• Use NinjaOne (Ninja RMM). 

• Troubleshoot basic Windows, networking, and Microsoft 365 issues. 

• Provide professional onsite and remote customer support. 

• Escalate complex issues. 

• Follow SOPs. 

Required Qualifications 

• Minimum 1 year of experience working for an MSP. 

• Experience with ConnectWise Manage preferred. 

• Experience with NinjaOne (Ninja RMM) preferred. 

• Proficient with Microsoft 365. 

• Knowledge of Windows 11. 

• Familiarity with Active Directory and Microsoft Entra ID. 

• Basic networking knowledge. 

• Excellent customer service.