Helpdesk Technician - Tier 1
Core
First point of contact for customers providing technical assistance via phone or email, performing remote troubleshooting and escalating unresolved issues.
Role type
Tier 1 Helpdesk Technician
Builds
Customer support resolution and internal documentation (via careerplan.io/jobs/59-00E-A0-268-helpdesk-technician-tier-1)
Domain
IT Managed Service Provider (MSP)
Deliverable
client delivery
Required skills
remote troubleshooting, basic technical issue diagnosis, customer service, documentation, process adherence, multitasking
Preferred skills
problem-solving, eagerness to learn, positive attitude
Technologies
computer systems, mobile devices, tech products
Responsibilities
Serve as first point of contact for technical assistance, perform remote troubleshooting, walk customers through problem-solving, direct unresolved issues to next level, record notes and create documentation, handle weekend on-call rotation
Seniority
Junior, hands-on IC