Tier 1 Technician

IT-Voice-2; Vestavia Hills (AL); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Life insurance

Paid time off

Travel reimbursement

Vision insurance

Work-from-home flexibility

Job summary

IT Voice is seeking a Tier 1 Technician to install, maintain, test, and repair systems and networks for the Birmingham area. You will deliver first-level support to customers, resolve issues, and ensure smooth IT operations.

This full-time, hybrid role requires 3+ years in IT, CompTIA+ and Network+ certifications, and the ability to travel to client sites. Benefits include 401(k), health/dental/life insurance, PTO, travel reimbursement, and flexible work-from-home options.

Qualifications

• Minimum 3 years in IT with system maintenance and troubleshooting experience.
• Certifications: CompTIA+ and Network+ (working toward or achieved).
• Location: Must live within commuting distance of the Birmingham metropolitan area.

Responsibilities

• Provide first-level technical support to IT Voice customers.
• Maintain and troubleshoot software, hardware, networking, and communication systems.
• Offer training and guidance to staff and clients on new technologies.
• Conduct weekly site visits to clients in the field for on-site support.

Skills

Troubleshooting

System maintenance

Networking

Communication

Job description

IT Voice is a leading provider of Technology solutions, specializing in a wide range of services including Managed IT, Cloud, Security, Managed Network, and VoIP solutions. As a Managed Service Provider (MSP), we are dedicated to delivering World Class Technology with Hometown Service, guided by our core values: Focus on others, own it, work smart, and do the right thing. We prioritize the needs of our clients, taking ownership of every task and approaching our work with efficiency and integrity. If you're seeking a fast-growth company with sound values and an opportunity to advance your career, then this is the place for you.

Job Overview

As a Tier 1 Technician at IT Voice, you’ll play a vital role in installing, maintaining, testing, and repairing systems and networks in the greater Birmingham metropolitan area. Using your technical expertise, you’ll provide first-level technical support to IT Voice customers, resolving technical issues efficiently and ensuring seamless IT operations.

Key Responsibilities

• Provide customer support and resolve technical issues efficiently.
• Maintain and troubleshoot software, hardware, networking, and communication systems.
• Offer training and guidance to staff and clients on new technologies.
• Conduct weekly site visits to clients in the field for on-site support.
• Ensure tickets are closed within 3 days while maintaining high customer satisfaction.
• Serve as a primary project member on technology projects with moderate scope and impact.
• Stay up to date with current technological developments and industry trends.
• Must be able to participate in On Call rotation.

Requirements

• Experience: Minimum 3 years in IT , with system maintenance and troubleshooting experience.
• Certifications: CompTIA+ and Network+ (working toward or achieved).
• Skills: Strong troubleshooting, system maintenance, networking, and communication skills.
• Location: Must live within commuting distance of the Birmingham metropolitan area.
• Additional: Good driving record and ability to lift up to 70 lbs for equipment transport and installation.

Performance Goals

• Target 80-100% monthly utilization per team member.
• Maintain a monthly CSAT score of 95.0 for high customer satisfaction.
• Ensure tickets are closed within 3 days of creation.

Additional Information

• We value teamwork and collaboration and expect all team members to contribute to a positive work environment.
• This position is full-time, and salary will be commensurate with experience.
• Benefits include 401(k), dental insurance, health insurance, life insurance, paid time off, travel reimbursement, vision insurance, and work-from-home flexibility.
• Work schedule is Monday to Friday.
• This is a Hybrid role based in Lakeland, FL.
• We are also a Team – so if it would bother you to take out the trash one day, it’s probably best you don’t apply.

Goals

• Strive for 80%-100% monthly utilization per team member, maximizing efficiency and resource allocation.
• Target a monthly CSAT score of 95.0 to ensure high levels of customer satisfaction.
• Ensure tickets are closed within 3 days of creation, maintaining a swift response to client needs.