L 1 Tech Support

Superhero Fire Protection LLC • Lawrenceville, GA

2d • Onsite

About The Position

Under direct supervision, the Level One Technical Support Specialist serves as the initial contact for customers seeking technical assistance. This role includes troubleshooting and resolving IT issues, offering guidance, and escalating more complex problems to higher-level support teams. L1 Techs are vital to ensuring customer satisfaction and upholding the quality of support services.

Requirements

• High school diploma or equivalent; associate's degree in a related field preferred.
• Basic understanding of M365, Windows, VPN, Networks, Active Directory, VM, VoIP, RMM, MDM and Information Security.
• Experience supporting Office 365/collaboration tools (Teams, Sharepoint, OneDrive)
• Strong problem-solving skills and the ability to think critically.
• Excellent communication skills, both verbal and written.
• Physical strength to lift and relocate equipment.

Nice To Haves

• Previous experience in a Technical Support role is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, or chat promptly and professionally.
• Troubleshoot and resolve technical issues related to IT platforms.
• Monitor, track, and document customer issues related to supporting systems.
• Provide clear instructions and guidance to customers for troubleshooting issues.
• Escalate complex problems to appropriate support channels as needed.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Participate in training to improve technical knowledge and customer service skills.
• Perform other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED