Tier 1 Technical Support Specialist Position Available In Jefferson, Alabama

Tier 1 Technical Support Specialist 3.5 3.5 out of 5 stars 2300 Resource Drive, Birmingham, AL 35242

Position Summary:

The Tier 1 Technical Support Specialist is the first point of contact for all technical support queries. You will be responsible for providing timely and effective remote and telephonic support to our clients, troubleshooting a variety of IT issues, and escalating complex problems to Tier 2/3 teams when necessary. This role is essential to ensuring client satisfaction and maintaining service excellence.

Key Responsibilities:

Serve as the initial point of contact for incoming client technical requests via phone, email, or ticketing system. Provide first-level remote support for hardware, software, network, and cloud services. Perform basic troubleshooting of desktops, laptops, printers, VoIP phones, and mobile devices. Assist with user account management (Active Directory, Microsoft 365, etc.). Document all incidents, requests, and actions in the service desk system accurately and in a timely manner. Escalate unresolved issues to higher-tier support while maintaining ownership of the ticket until resolution. Monitor and follow up on open tickets to ensure prompt resolution and client satisfaction. Provide excellent customer service with clear, friendly, and professional communication. Assist with routine maintenance tasks and system updates as directed. Stay up to date with industry trends, new technologies, and best practices.

Requirements:

1-2 years of experience in a technical support or service desk role, preferably within an MSP environment. Basic knowledge of Windows OS, Microsoft 365, and common business applications. Familiarity with networking fundamentals (TCP/IP, DNS, DHCP). Experience with remote support tools and ticketing systems. Excellent problem-solving skills and attention to detail. Strong communication and interpersonal skills. Ability to work in a fast-paced, team-oriented environment. Willingness to learn and grow within the role.

Preferred Qualifications:

CompTIA A+, N+, or equivalent certification. Experience with RMM tools (e.g., ConnectWise, Datto, etc.). Exposure to cloud services (Azure, Microsoft 365 administration). Previous experience working in an MSP or multi-client environment.

What We Offer:

Supportive team environment with growth opportunities. Exposure to diverse technologies and client environments. Professional development and training support. Competitive salary and benefits package.

Job Type:

Full-time Pay:

$45,000.00 – $55,000.00 per year

Benefits:

401(k) Dental insurance Paid time off Vision insurance Ability to

Commute:

Birmingham, AL 35242 (Preferred) Ability to

Relocate:

Birmingham, AL 35242: Relocate before starting work (Preferred)

Work Location:

In person