Tier 1 Technical Support Agent

Job Summary

A Tier 1 Technical Support Agent is responsible for providing first-level technical assistance to customers or internal users. They troubleshoot basic technical issues, respond to support requests, and escalate complex problems to higher-level support teams when necessary. The role requires strong communication skills, problem-solving ability, and a customer-focused mindset.

Key Responsibilities

• Provide first-line technical support via phone, email, chat, or ticketing systems.
• Diagnose and troubleshoot basic hardware, software, and network issues.
• Log and track incidents and service requests in the ticketing system.
• Follow established support procedures and troubleshooting guides.
• Escalate unresolved issues to Tier 2 or specialized technical teams.
• Assist users with password resets, account access, and application issues.
• Document solutions and update knowledge base articles when necessary.
• Maintain high customer satisfaction and response time standards.
• Monitor and follow up on open support tickets until resolution.

Required Skills & Qualifications

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• Basic understanding of:
• Operating systems (Windows, macOS, Linux basics)
• Networking fundamentals (IP, DNS, Wi-Fi, VPN)
• Hardware troubleshooting
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk) is a plus.
• Strong communication and customer service skills.
• Ability to troubleshoot and resolve issues quickly.
• Basic knowledge of remote support tools.

Job Type: Full-time

Application Question(s):

• What is your current salary?
• What is your expected salary?

Work Location: In person