Global 24/7 IT Support Specialist - Tier 1

Optomi; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Optomi, in partnership with a leading organization, is seeking an Operations Technical Support II to deliver reliable Tier 1 technical support to global customers via phone and email. You’ll own incidents, troubleshoot common issues, and escalate as needed while documenting all actions.

The role emphasizes Active Directory, end-user support, and strong customer service. You will collaborate with multiple resolver groups in a 24/7 environment and contribute to knowledge articles.

Qualifications

• Experience providing technical support to customers via phone and/or email.
• Hands-on experience with Active Directory Tier 0/1 support.
• Troubleshoot end-user access, apps, devices, and workplace tech.
• Strong written and verbal English communication.
• Experience managing support tickets with documentation and escalation.
• Knowledge of Microsoft 365 and productivity tools.

Responsibilities

• Provide technical support to global customers via phone and email.
• Troubleshoot and resolve Tier 1 issues including Active Directory and access problems.
• Own incidents through resolution with timely updates.
• Create, update, prioritize, and document support tickets.
• Resolve incidents at first contact when possible.
• Triage and escalate issues needing higher expertise.
• Coordinate with multiple resolver groups for timely resolution.
• Communicate incident and outage information clearly to customers and teams.
• Follow established support procedures and service standards.
• Contribute to knowledge articles and process improvements.
• Maintain a high level of customer service in all interactions.

Skills

Communication skills

Customer service

Ticket management

24/7 shift readiness

Troubleshooting

Tools

Active Directory

Microsoft 365

ServiceNow (SNOW)

Remedy

Job description

Optomi, in partnership with a leading organization, is seeking an Operations Technical Support II to deliver reliable Tier 1 technical support to global customers via phone and email. You’ll own incidents, troubleshoot common issues, and escalate as needed while documenting all actions.

The role emphasizes Active Directory, end-user support, and strong customer service. You will collaborate with multiple resolver groups in a 24/7 environment and contribute to knowledge articles.