First-Line IT Support Technician (24/7 Shifts)

MaziCTools; United States; Remote; USD 42,000 - 56,000; Full time

Job summary

MaziCTools is hiring a 1st Line IT Support professional to deliver proactive and reactive technical assistance, ensuring customer satisfaction. The role operates on a 24x7x365 rotating shift, with S1 from 8am to 5pm EST, Monday to Friday.

You will triage incidents, document troubleshooting, use ServiceNow and Jabber, and escalate when needed to meet SLAs. Prior contact centre experience is preferred.

Qualifications

• Experience in 1st Line IT support and incident triage.
• Experience with ticketing systems, especially ServiceNow.
• Experience in a Contact Centre.
• Ability to meet SLAs and KPIs.
• Familiar with end-user tools such as Outlook, Teams, Jabber, Webex.

Responsibilities

• Handle inbound contact from end users via phone, email, chat; document troubleshooting and resolve or escalate within SLA targets.
• Perform initial incident triage and use knowledge base to determine action for timely resolution.
• Manage pending tickets updates and resolution per procedures.
• Respond to feedback from ticket quality reviews.
• Monitor outages and procedure updates for latest information.
• Follow shift patterns including breaks and notify absences.
• Complete mandatory training as required.

Skills

1st Line IT support

SLA & KPI adherence

Contact centre experience

Ticketing systems knowledge

Tools

ServiceNow

Jabber

Chat software

Outlook

Microsoft Teams

Citrix

VPN

Webex

Virtual Desktop

Job description

MaziCTools is hiring a 1st Line IT Support professional to deliver proactive and reactive technical assistance, ensuring customer satisfaction. The role operates on a 24x7x365 rotating shift, with S1 from 8am to 5pm EST, Monday to Friday.

You will triage incidents, document troubleshooting, use ServiceNow and Jabber, and escalate when needed to meet SLAs. Prior contact centre experience is preferred.