Level 1/2 Support Technician

📋 Description

• Be the first point of contact for client issues via phone, email, and automated alerts.
• Triage tickets: identify the problem, assess severity, and escalate when needed.
• Keep clients updated throughout the resolution process — no one likes radio silence.
• Configure and deploy new workstations; migrate data and applications.
• Troubleshoot Windows PCs, servers, and common hardware issues.
• Support Active Directory, DNS, file/folder security, print servers, and certificates.

🎯 Requirements

• 6 months to 1.5 years of experience in a helpdesk or IT support role, ideally at an MSP or in a
• Native English speaker — this is a deal breaker. You'll be on the phone with clients daily and need
• Available to work Monday–Friday, 8 am–5 pm US Pacific Time.
• Proven experience communicating with customers across multiple platforms (phone, email, ticketing
• Hands-on experience with RMM, PSA/ticketing, and documentation platforms (we use NinjaOne
• Windows OS experience in Workgroup and Domain environments; ability to set up PCs and migrate data.