Tier 1 Support Technician

CW IT SUPPORT INC; Wilmington (NC); Remote; USD 35,000 - 40,000; Full time

Job summary

Join a dynamic team as a Tier I IT Support Technician in Wilmington, NC, where your skills will shine! This role offers the chance to tackle new challenges daily while providing exceptional customer service. You'll engage in remote support, troubleshoot various IT issues, and enjoy a supportive work environment that promotes continuous learning and growth. With competitive pay, comprehensive benefits, and a bonus structure that rewards your contributions, this position is perfect for those eager to advance their IT career. Be part of a company that values its employees and encourages professional development!

Benefits

100% Paid Medical Benefits

401k Plan

Company Paid Cell Phone

Profit Sharing

Bonuses for Certifications

Company Paid Life Insurance

Long-term Disability Benefits

Training Material Reimbursement

Qualifications

• 1+ year in IT support role, preferably in MSP environment.
• Strong customer service focus and effective communication skills.

Responsibilities

• Provide remote support to clients, documenting all activities.
• Handle initial tickets and dispatch as needed for advanced issues.

Skills

Customer Service Skills

IT Support Experience

Desktop Hardware Repair

Malware Remediation

Networking Knowledge (DNS, DHCP)

Active Directory Understanding

Education

High School Diploma or Equivalent

IT Certifications (e.g., CompTIA A+)

Tools

Ticketing System

Remote Support Tools

Job description

Job Description

Tier I IT Support Technician - Wilmington, NC

Looking to join an incredible team of IT technicians in Eastern North Carolina that make a real impact by providing creative, resourceful solutions to challenging problems every day? Come join a team where you can learn continually, gain knowledge, certifications, and grow your IT skill set in an environment based upon continual improvement and growth. We are looking for resourceful, intentional, competent, highly skilled and customer-focused IT technicians to join our growing team.

Every day presents new challenges and puzzles to solve at CW IT Support, with a chance to learn something new, or provide value with your current knowledge to our clients. We have a great team to call out upon if you get stuck, or you can be that team member to help grow and guide others in their knowledge. The more you learn, the more you can earn at CW IT Support, and we promote learning and growth by offering company paid training and certification testing.

We offer competitive pay, excellent benefits (Health, Dental, Vision, 401k, Life Insurance, Long-term disability), a company paid cell phone (most employees can cancel their personal plan and forward their number), and you will have a dedicated service vehicle fully outfitted to help you get the job done right the first time.

If this sounds like a career that interests you, then follow the instructions below to apply. We would love to hear from you and have you on our team.

If you really want to earn more, we have an aggressive bonus and incentive structure in place. We also have a profit sharing program in place where 10% of company profits monthly are paid out in bonuses to the team.

Application Instructions :

Apply over Indeed - take the two assessments listed for the position as well. They should be sent to you after submitting your application. If we want to proceed with you in the process, we will E-mail you further instructions for the next phase of our hiring process.

Salary:

Salary for this position varies between $35,000 and $40,000. This will depend upon experience level and skill-set, among other factors. We offer profit sharing and benefits after 90 days as well as commissions on sales immediately.

Benefits:

We believe in offering stable employment and incredible benefits to our team members. We currently offer 100% paid medical, dental, and vision benefits for the individual, 75% for individual + child, and 67% Family. This comes with a company paid life insurance policy, long term disability benefits, 401k, and much more!

We pay bonuses for passing certifications in the IT field, as well as reimburse for testing costs. We also pay for the training materials.

Job Duties:

• Work primarily in a remote support role servicing clients in Eastern NC and surrounding areas.
• Working efficiently and communicating effectively with clients in a courteous manner is a must.
• Document remote support activity in ticketing system and continually update client information on file.
• Sell additional services / hardware when appropriate to help resolve client issues and meet their needs.
• Support monitored services remotely as needed (backup failures, anti-virus alerts, etc.)
• While working remotely you will be required to answer incoming phone calls, dispatch work, update tickets, etc.
• Responsible for taking the initial ticket from the customer and handling the issue if it can be resolved in 15 minutes or less; otherwise, dispatching it to a tier 2 support technician for more advanced troubleshooting.

Requirements:

• Excellent Customer Service Skills – Although this is a business based in technology, the relationships with clients come first!!!
• 1 year minimum in an IT support role; MSP experience is highly preferred!
• Experienced with end user desktop support including desktop hardware repair, drive replacement and disk imaging practices, operating system installation, malware remediation, and email system troubleshooting.
• Basic understanding of networking (DNS, DHCP, etc)
• Basic understanding of Active Directory would be a plus.
• Self-driven and ability to work both independently, in a team environment, and act confidently in front of clients even when faced with difficult challenges.
• Work Location: One location