Tier 1 support Technician

Alt-Tech; Sherwood Park; On-site; CAD 40,000 - 60,000; Full time

Job summary

A tech support company in Sherwood Park is seeking a Tier 1 Technician to provide first-level technical support, ensuring timely resolution of IT issues while maintaining high levels of customer satisfaction. Ideal candidates will have a high school diploma, relevant certifications, and experience in technical support. This role emphasizes teamwork, problem-solving, and a passion for technology.

Qualifications

• Experience providing technical support in an MSP or IT service environment.
• Experience in desktop support and troubleshooting.
• Ability to work independently and as part of a team.

Responsibilities

• Provide first-level technical support to clients via phone, email, or tools.
• Diagnose and resolve hardware and software issues timely.
• Document and track support incidents using ticketing systems.

Skills

Excellent problem-solving skills

Outstanding communication

Customer service experience

Team player attitude

Education

High school diploma or equivalent

CompTIA A+ certification

Network+ certification

Tools

O365 product lines

Job description

Job Overview:As a Tier 1 Technician at Alt-Tech Inc., you will play a crucial role in providing first-level technical support to our clients. Your primary responsibility will be to ensure prompt and efficient resolution of IT issues, delivering outstanding customer service and maintaining high client satisfaction levels. This position is ideal for individuals with a passion for technology, excellent problem-solving skills, and a strong customer service orientation.

Key Responsibilities:

• Provide first-level technical support to clients via phone, email, or remote assistance tools.
• Diagnose and resolve hardware and software issues in a timely manner.
• Escalate complex problems to Tier 2 and Tier 3 technicians when necessary, ensuring swift resolution.
• Document and track support incidents and service requests using ticketing systems.
• Collaborate with team members to develop efficient solutions and share technical knowledge.
• Assist clients with IT-related queries, ensuring clear and concise communication.
• Proactively monitor client systems and networks, identifying potential issues before they escalate.
• Install, configure, and update software applications and operating systems.
• Set up and deploy client hardware.
• Conduct regular maintenance tasks, including software updates and security patches.
• Provide end-user training and guidance on IT best practices.

Qualifications:

• High school diploma or equivalent; obtained or working towards relevant certifications (CompTIA A+, Network+, etc.) are a plus.
• Experience in customer service.
• Experience with O365 product lines.
• Experience in providing technical support, preferably in an MSP or IT service environment.
• Experience in desktop support and troubleshooting.
• Excellent problem-solving skills and attention to detail.
• Outstanding communication and interpersonal abilities.
• Ability to work independently and as part of a team in a fast-paced environment.
• Willingness to learn and adapt to new technologies and methodologies.
• Expert problem-solver, able to accurately diagnose issues
• Ability and desire to explore and learn new technologies to support our mission and enhance our business.
• Team player attitude, patience, understanding, flexibility, and ability to still have fun.