Summary: The Tier 1 Service Technician is an entry-level IT support role that serves as the first point of contact for client technical issues, focusing on delivering prompt and professional support. The position involves diagnosing basic hardware, software, and network issues while escalating complex concerns as necessary. It provides opportunities for skill development and career growth through exposure to various tools and processes. The role is structured as an independent contractor position with flexible work schedules, primarily remote.
Key Responsibilities:
- Respond to client inquiries and technical issues via phone, email, or chat, aiming for a 98% response SLA within 30 seconds.
- Diagnose and resolve basic hardware, software, and network issues.
- Log and manage tickets in ConnectWise Automate, ensuring accurate details and timely updates.
- Escalate unresolved issues to Level 2 technicians or the Service Team Lead with clear documentation.
- Assist in triaging tickets during daily huddles, prioritizing based on client urgency and team capacity.
- Update and maintain documentation in ConnectWise, including SOPs and resolution notes.
- Collaborate with teammates to identify automation opportunities.
- Engage in Lunch and Learn sessions to develop skills and stay updated on tools.
Key Skills:
- 0–2 years of experience in IT support or a related technical role.
- Experience working in overnight or 24/7 support environments.
- Experience using Google Workspace.
- Basic understanding of Windows, macOS, and common software applications.
- Familiarity with IT support tools such as remote desktop software and ticketing systems.
- Strong problem-solving skills and ability to learn quickly.
- Excellent verbal and written communication skills.
- Ability to work independently and collaboratively.
- Willingness to work flexible schedules, including overnight or early shifts.
- Entry-level certifications or willingness to pursue them.
- Basic scripting knowledge to support automation or troubleshooting tasks.
- Familiarity with network troubleshooting concepts and basic firewall concepts.
Salary (Rate): undetermined
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: inside IR35
Seniority Level: Entry Level
Industry: IT
Overview The Tier 1 Service Technician is an entry-level IT support role serving as the first point of contact for client technical issues. This position focuses on delivering prompt, professional support while resolving basic issues and escalating complex concerns as needed. It offers strong exposure to tools, processes, and training that support long-term skill development and career growth.
Job Highlights
- Schedule: (Flexible and amenable to possible shifting schedules)
- Possible work schedules would be:
- Tuesday – Saturday, 6:00 PM – 3:00 AM (Pacific)
- Monday – Friday, 9:00 AM – 6:00 AM (Pacific)
- Work Arrangement: Work from home
- Contract: Independent Contractor
Independent Contractor Perks (do not change this)
- Health Insurance Coverage for eligible locations
- Permanent work from home
- Immediate hiring
- Steady freelance job
Responsibilities
- Respond to client inquiries and technical issues via phone, email, or chat using Dialpad, aiming for a 98% response SLA within 30 seconds.
- Diagnosing and resolution basic hardware, software, and network issues (e.g., password resets, printer troubleshooting, basic OS support).
- Log and manage tickets in ConnectWise Automate, ensuring accurate details and timely update.
- Escalate unresolved issues to Level 2 technicians or the Service Team Lead with clear documentation, reducing backlog.
- Assist in triaging tickets during daily huddles, prioritizing based on client urgency and team capacity.
- Update and maintain documentation in ConnectWise, including SOPs and resolution notes, to support knowledge sharing.
- Collaborate with teammates to identify automation opportunities, supporting our real-time operations goal.
- Engage in Lunch and Learn sessions to develop skills (e.g., A+ certification prep) and stay updated on tools like Timezest.
Requirements
Required Qualifications
- 0–2 years of experience in IT support or a related technical role, or equivalent hands-on experience.
- Experience working in overnight or 24/7 support environments, including:
- Real-time system monitoring,
- Responding to alerts and incidents during off-hours,
- Performing initial troubleshooting, and
- Escalating issues to higher-tier support teams when needed
- Experience using Google Workspace.
- Basic understanding of Windows, macOS, and common software applications (e.g., Microsoft Office).
- Familiarity with IT support tools such as remote desktop software and ticketing systems (e.g., ConnectWise).
- Strong problem-solving skills and ability to learn quickly in a fast-paced environment.
- Excellent verbal and written communication skills for client and internal team interactions.
- Ability to work independently and collaboratively with a strong team-player mindset.
- Willingness to work flexible schedules, including overnight or early shifts, to support 24/7 operations.
- Ability to handle responsibilities beyond a standard Tier 1 role, with growing ownership of technical issues.
Skills Requirements
- Entry-level certifications (e.g., CompTIA A+, ITIL Foundation) or willingness to pursue them.
- Experience in MSP environments or client-facing technical support roles.
- Basic scripting knowledge (e.g., PowerShell, Batch) to support automation or troubleshooting tasks.
- Familiarity with network troubleshooting concepts (e.g., ping, traceroute) and basic firewall concepts.
Preferred Qualifications
- Exposure to incident response workflows and escalation processes in a production environment.
- Demonstrated ability to take on more advanced technical responsibilities as part of a growing support team.
Side note: Since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional pay rate is based on hourly rates and the rate depends on your performance in the application process.
Reminder: Apply directly to the link provided; you will be redirected to BruntWork’s Career Site. You must apply using the provided link to complete the initial requirements, which include pre-screening assessment questions, a technical check of your computer, and a voice recording. APPLICATIONS WITH COMPLETE REQUIREMENTS WILL BE PRIORITIZED.
ZR_29212_JOB
