Tier 1 Support Specialist (JDR - 09092025 - FTTSS)

Position: Tier 1 Support Specialist

Number of hours: 40 hours/week
Schedule: TBA

Position Summary:

We are seeking a Tier 1 Support Specialist to serve as the first point of contact for users experiencing technical issues with our MAPS and MTD solutions. This role plays a critical part in ensuring a seamless user experience by providing prompt, courteous, and effective support. The ideal candidate is a proactive problem-solver with strong communication skills and a foundational understanding of computer systems and applications.

Key Responsibilities:

Front-Line Support

• Respond to support inquiries via email and/or helpdesk ticketing system in a timely, professional manner.

• Accurately log all interactions and resolutions in the helpdesk system.

• Gather and document relevant details to understand and assess user issues.

Troubleshooting & Resolution

• Perform basic technical diagnostics for issues such as password resets, connectivity problems, and user access.

• Guide users through step-by-step solutions and provide clear instructions.

• Escalate complex issues to Tier 2 support or relevant teams with complete documentation.
  

Customer Service Excellence

• Provide an exceptional user support experience with empathy, patience, and professionalism.

• Communicate technical concepts clearly to non-technical users.

• Follow up with users to confirm resolution and satisfaction.

Documentation & Knowledge Sharing

• Contribute to and update internal knowledge base with frequently encountered issues and solutions.

• Identify patterns in user-reported problems and suggest process improvements or training needs.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or related field (preferred, not required).

• 14 years of experience in a technical support, helpdesk, or customer service role.

• Familiarity with Windows and/or macOS operating systems.

• Knowledge of mobile platforms (iOS, Android).

• Basic networking concepts (e.g., TCP/IP, DNS, Wi-Fi).

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

• Experience using help desk ticketing systems (e.g., Zendesk, ServiceNow) preferred.

• Exposure to mobile applications or mobile app development is a plus.

• Understanding of common software applications and hardware components.

• Excellent verbal and written communication.

• Strong problem-solving and active listening abilities.

• Customer-first mindset with a high degree of empathy and patience.

• Team-oriented with the ability to work independently.

• Effective time management and multitasking in a fast-paced environment.