Join our US-based MSP team as a Level 1 IT Support Technician. Provide first-line technical support, troubleshoot issues, and assist with account setup. Proactive problem-solver with strong technical skills required.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
Job Title: Level 1 IT Support Technician
Job Summary:
We are seeking a proactive and customer-focused Level 1 IT Support Technician to join our fully remote US-based MSP team. This entry-level role provides essential technical assistance, troubleshooting, and support for hardware, software, and network-related issues within an MSP environment.
The ideal candidate is a proactive problem-solver with strong technical skills, excellent communication abilities, and a willingness to learn and grow into more advanced technical roles over time. You’ll be the first line of support, handling tickets via calls and emails with speed and precision.
Key Responsibilities:
- Provide first-line technical support to end users via phone, email, and remote tools.
- Diagnose and resolve hardware, software, and networking issues in a fast-paced MSP environment.
- Install, configure, and maintain workstations, printers, and other IT equipment.
- Escalate complex issues to higher-level IT support teams when necessary.
- Assist with account setup, password resets, and user access requests.
- Document troubleshooting steps and solutions accurately in the ticketing system.
- Follow established IT policies, procedures, and best practices.
- Support the IT team in maintaining an organized and efficient work environment.
Required Skills & Qualifications:
- 2+ years of experience in an MSP environment.
- Proficiency with Datto RMM and familiarity with Datto solutions.
- Solid understanding of Windows OS, basic networking, and IT troubleshooting.
- Fast typing speed with accuracy for efficient ticket handling.
- Excellent written and verbal communication skills. (English Native)
- Strong customer service orientation and ability to work under pressure.
- Must be available to work US EST hours.
Preferred Qualifications:
- Prior experience in a help desk or technical support role.
- Knowledge of macOS operating systems.
- Experience with ticketing systems and remote troubleshooting tools.
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
Why Join Us:
This role is perfect for someone looking to start or grow their career in IT support within an MSP environment. You’ll gain exposure to advanced technical tools, work directly with clients, and have the opportunity to grow into higher-level IT roles over time.