Tier 1 Service Desk Technician at Sourcefit

Position Summary:
We are seeking a dedicated and customer-focused Tier 1 Service Desk Technician to join our team. This role involves providing first-line technical support by handling inbound calls, resolving issues promptly, and ensuring client satisfaction. The ideal candidate has a strong phone presence, excellent communication skills, and a proactive approach to troubleshooting and de-escalating concerns.

Job Details:
Work from Home
Saturday, Wednesday (6 AM – 3 PM EST/ 6 PM – 3 AM PHT)
*Following US Holidays

Responsibilities:

· Inbound Call Handling: Serve as the first point of contact for clients, prioritizing inbound calls and addressing issues promptly.

· Troubleshooting: Diagnose and resolve technical issues within a 30-minute window before escalating to Tier 2 support.

· Microsoft 365 Administration: Manage accounts and licensing efficiently.

· Ticketing System Management: Utilize the ConnectWise ticketing system or a similar platform to log, monitor, and resolve support requests.

· Client Concern De-escalation: Handle client concerns with professionalism and empathy to maintain satisfaction and trust.

Qualifications:

· Minimum of 3–5 years in a service desk or technical support role (more experience is highly preferred).

· A+ or Network+ certifications are advantageous.

· Microsoft certifications are a plus.

· A degree is not required; relevant experience and skills are prioritized.

· Strong communication and phone presence, with the ability to provide excellent customer service.

· Proficiency in troubleshooting technical issues.