First-Line Support Specialist - Hybrid, Training Provided

Providing IT Services; New York (NY); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Providing IT Services is seeking a first-line support specialist to assist client accounts from Brooklyn, NY. The role requires handling emails, chats, and voice with clear communication and patience while following runbooks.

Full-time hybrid position with staggered shifts; candidates should have strong written English and be authorized to work in the US. This role is entry to 3 years of experience and offers training and growth opportunities.

Qualifications

• Excellent written English; clear spoken English for voice accounts.
• Willingness to work staggered hours, including early opens or Pacific close.
• Familiarity with ticketing tools or the ability to learn quickly.
• Authorized to work in the US; visa sponsorship not provided.

Responsibilities

• Resolve first-line tickets using runbooks and documented processes.
• Escalate issues after diagnosis with clear context.
• Flag recurring problems to improve runbooks or the product.
• Maintain quality scores during volume peaks.

Skills

Excellent written English

Clear spoken English

Willingness to work staggered hours

Ticketing tools familiarity

Tools

Ticketing tools

Job description

Providing IT Services is seeking a first-line support specialist to assist client accounts from Brooklyn, NY. The role requires handling emails, chats, and voice with clear communication and patience while following runbooks.

Full-time hybrid position with staggered shifts; candidates should have strong written English and be authorized to work in the US. This role is entry to 3 years of experience and offers training and growth opportunities.