Service Delivery Specialist - Tier 1

Apex IT Consulting, LLC; Lembang; On-site; IDR 84,000,000 - 132,000,000; Full time

Benefits offered by this job

Competitive Pay

Achievement Recognition

401(k) Retirement Plan

Unlimited PTO

Comprehensive Time-Off Benefits

Employer-Contributed Healthcare

Expense Reimbursements

Supportive Work Environment

Job summary

Apex IT Consulting, LLC is seeking a Service Delivery Specialist (Tier 1) to provide front-line remote and on-site IT support for diverse client environments. You will troubleshoot hardware, software, and network issues, assist with Microsoft 365, and manage tickets to SLAs while guiding users on security best practices.

This role emphasizes rapid problem resolution in a fast-paced MSP setting, with a mix of on-site visits and occasional remote work, and opportunities to advance to higher tiers

Qualifications

• High school diploma or equivalent; additional certifications preferred.
• 1+ year of IT support experience, preferably in an MSP.
• Familiarity with RMM tools (ConnectWise, Kaseya, SolarWinds).
• Basic knowledge of Windows Server, Active Directory, and Office 365.
• Understanding of TCP/IP, DNS, DHCP, and basic network troubleshooting.

Responsibilities

• Provide remote and on-site IT support to client environments.
• Troubleshoot hardware, software, and network issues.
• Assist with Microsoft 365, Google, email clients, and remote desktop.
• Monitor, update, and resolve tickets per SLAs.
• Educate clients on IT security best practices.
• Use RMM tools to proactively identify issues and deploy patches.
• Set up new client environments including hardware/software installations.
• Diagnose basic network issues and coordinate escalation.
• Communicate with clients to gather details and update progress.

Skills

RMM familiarity

Windows troubleshooting

Customer service

Remote on-site support

Education

High school diploma or equivalent

Tools

ConnectWise

Kaseya

SolarWinds

Windows Server

Active Directory

Office 365

Job description

Service Delivery Specialist - Tier 1

Position Summary

The Service Delivery Specialist (Tier 1) provides front-line technical support to Apex IT Consulting clients ensuring quick resolution of IT issues and delivering excellent customer service. This role involves troubleshooting diverse IT environments, handling a variety of client needs, and escalating complex issues to higher-tier technicians as necessary. The ideal candidate thrives in a fast-paced, multi-client environment and has a strong desire to learn and grow in the IT field.

Responsibilities

• Technical Support:
  • Provide remote and on-site IT support to supported client environments.
  • Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, servers, and other IT infrastructure.
  • Assist with common applications such as Microsoft 365, Google, email clients, and remote desktop solutions.
• Ticket Management:
  • Monitor, update, and resolve tickets in the MSP’s ticketing system, adhering to Service Level Agreements (SLAs).
  • Document issue resolutions and upgrade unresolved issues to Tier 2 or Tier 3 technicians as needed.
• User Assistance:
  • Support end users with password resets, account management, and access to systems.
  • Educate clients on best practices for IT security, software usage, and troubleshooting.
• System Monitoring and Maintenance:
  • Utilize Remote Monitoring and Management (RMM) tools to proactively identify and resolve potential issues.
  • Deploy patches, updates, and security software to client systems as part of routine maintenance.
  • Assist in setting up new client environments, including installing hardware and software.
• Network Support:
  • Diagnose and troubleshoot basic network issues, including connectivity, VPN, and firewall problems.
  • Coordinate with vendors or upgrade complex networking issues as necessary.
• Client Interaction:
  • Communicate effectively with clients to gather details, set expectations, and provide updates.
  • Maintain a professional demeanor and deliver excellent customer service, even in high-pressure situations.

Qualifications

• High school diploma or equivalent (associate’s degree or certifications preferred).
• 1+ year of experience in IT support, helpdesk, or related roles, preferably in an MSP environment.
• Familiarity with RMM tools (e.g., ConnectWise, Kaseya, SolarWinds).
• Basic knowledge of Windows Server environments, Active Directory, and Office 365 administration.
• Understanding of TCP/IP, DNS, DHCP, and basic network troubleshooting.

Preferred Skills And Certifications

• Certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Fundamentals, or similar.
• Experience with Professional Services Automation (PSA) tools (e.g., ConnectWise Manage, Autotask).
• Exposure to virtualization technologies like VMware or Hyper‑V.
• Familiarity with backup and disaster recovery solutions (e.g., Datto, Veeam).

Work Environment

• Fast-paced MSP setting with multiple client environments to support.
• Primarily on-site visits to client locations with occasional remote work.
• Possible on-call rotations.

Key Traits for Success

• Exceptional problem-solving and multitasking abilities.
• Strong interpersonal skills and a customer-first mindset.
• Eagerness to learn new tools, technologies, and client environments.

What We Offer

• Competitive Pay: Offering salaries that align with market standards.
• Achievement Recognition: Employee bonuses to reward exceptional performance.
• 401(k) Retirement Plan: Includes company matching—100% match for the first 3% of contributions and 50% match for the next 3%.
• Unlimited PTO: We prioritize work-life balance and encourage employees to use their time off.
• Comprehensive Time-Off Benefits: Includes paid sick time and company holidays.
• Employer-Contributed Healthcare: Coverage for medical, dental, and vision care, with dependent options available.
• Expense Reimbursements: Cell phone and mileage costs reimbursed.
• Supportive Work Environment: Join a vibrant, team-oriented workplace where employees often describe the culture as family-like.