IT Support Technician (Tier 1)

Role Overview Silverline Solutions is seeking a service-oriented individual to join our team as an IT Support Technician (Tier 1). We're seeking someone passionate about technology and committed to delivering high-quality support experiences. The role will include responding to customer questions, troubleshooting requests for both physical and virtual environments, assisting remote and on-site customers with hardware and/or software issues and installations, responding to events generated by our monitoring system, and promptly handling any issues that arise while providing our customers with an exceptional service experience. The right person will also help support our customers across the country, alongside a team of IT Technicians. Who we are Silverline Solutions, headquartered in Winterville, North Carolina, is an established comprehensive technology solutions provider focusing on giving our customers a great experience. Our passions are our people, our customers, and technology. We offer customers secure and reliable technology solutions nationwide, including data center services, managed services, security services, and our unique and ever-expanding application portfolio. Who we're looking for Our ideal candidate will have at least one year of relevant experience in IT support. This person must have excellent customer support skills, attention to detail, documentation skills, and a passionate desire to learn and assist customers. The candidate will possess excellent verbal and written communication skills, be organized, and be a self-starter. This is a full-time, in-office position located in Winterville, NC. We will not consider remote workers or applicants living outside a 30-mile radius of Winterville, NC. While performing the duties of this job, the employee will be operating within an office environment. The employee may be exposed to the noise of technology and other employees communicating with team members and customers. We are not accepting candidates from third-party recruiters, nor can we consider applicants from outside the US. We do not currently offer sponsorship for employment Visas. Key Responsibilities Create, triage, and review support tickets while coordinating customer updates within our ticketing system Prioritize workload to ensure the most critical issues are resolved first Field customer phone calls Troubleshoot requests for both physical and virtual environments. Assist remote and on-site customers with hardware and/or software issues and new installations. Respond to events generated by monitoring systems and perform troubleshooting of hardware and/or software issues. Required Skills and Experience Passionate about technology Strong verbal and written communication skills Ability to work and interact effectively within a support team Experience with standard Microsoft Office functions Ability to troubleshoot technical issues over the phone in a professional manner The ability to produce clear and well-written documentation Willingness to assist peers with requests, troubleshooting, and projects as needed Passionate about providing excellent customer service Preferred Skills and Experience Thorough understanding of Microsoft applications Basic understanding of VoIP principles Basic knowledge of networking principles Basic understanding of networking equipment (Routers, Switches, Wireless Access Points) Associate's degree in an applicable field of study What we offer At Silverline Solutions, we believe in taking care of our employees and supporting their overall well-being. We offer a comprehensive benefits package designed to help you personally and professionally thrive. As part of our team, you will have access to the following benefits:

Health & Wellness:

Comprehensive medical, dental, vision, and disability insurance plans to ensure your health and well-being.

Supplemental Wellness Options:

A variety of optional insurance plans, including life, accident, critical care, cancer, hospitalization, and long-term care, to meet specific needs you may have.

Retirement Plans:

401(k) plan (traditional and Roth) with company match to help secure your financial future. Paid Time Off (PTO): Generous PTO, sick time off, and holiday pay to help you maintain a healthy work-life balance.

Professional Development:

Ongoing training opportunities and career growth support to help you advance your career. Employee Assistance Program (EAP): Access confidential counseling and support services for mental and emotional well-being.

Additional Perks:

Employee discounts, team appreciation events, and more. We are committed to fostering a positive work environment where all employees can succeed, grow, and feel supported.

Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Health insurance Short-term disability Long-term disability Life insurance Long-term care Paid time off Sick time off Vision insurance Supplemental insurance options

Schedule:

Monday to

Friday Work Location:

In person only

Job Type:

Full-time Pay:

$15.00 - $21.60 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Vision insurance Application Question(s): Are you located within a 30-mile radius of Winterville, NC 28590? Ability to

Commute:

Winterville, NC 28590 (Required)

Work Location:

In person IT Support Technician (Tier 1) 3.0 3.0 out of 5 stars 4790 Reedy Branch Road, Winterville, NC 28590 $15.00 - $21.60 an hour - Full-time Silverline Solutions 4 reviews $15.00 - $21.60 an hour - Full-time Role Overview Silverline Solutions is seeking a service-oriented individual to join our team as an IT Support Technician (Tier 1). We're seeking someone passionate about technology and committed to delivering high-quality support experiences. The role will include responding to customer questions, troubleshooting requests for both physical and virtual environments, assisting remote and on-site customers with hardware and/or software issues and installations, responding to events generated by our monitoring system, and promptly handling any issues that arise while providing our customers with an exceptional service experience. The right person will also help support our customers across the country, alongside a team of IT Technicians. Who we are Silverline Solutions, headquartered in Winterville, North Carolina, is an established comprehensive technology solutions provider focusing on giving our customers a great experience. Our passions are our people, our customers, and technology. We offer customers secure and reliable technology solutions nationwide, including data center services, managed services, security services, and our unique and ever-expanding application portfolio. Who we're looking for Our ideal candidate will have at least one year of relevant experience in IT support. This person must have excellent customer support skills, attention to detail, documentation skills, and a passionate desire to learn and assist customers. The candidate will possess excellent verbal and written communication skills, be organized, and be a self-starter. This is a full-time, in-office position located in Winterville, NC. We will not consider remote workers or applicants living outside a 30-mile radius of Winterville, NC. While performing the duties of this job, the employee will be operating within an office environment. The employee may be exposed to the noise of technology and other employees communicating with team members and customers. We are not accepting candidates from third-party recruiters, nor can we consider applicants from outside the US. We do not currently offer sponsorship for employment Visas. Key Responsibilities Create, triage, and review support tickets while coordinating customer updates within our ticketing system Prioritize workload to ensure the most critical issues are resolved first Field customer phone calls Troubleshoot requests for both physical and virtual environments. Assist remote and on-site customers with hardware and/or software issues and new installations. Respond to events generated by monitoring systems and perform troubleshooting of hardware and/or software issues. Required Skills and Experience Passionate about technology Strong verbal and written communication skills Ability to work and interact effectively within a support team Experience with standard Microsoft Office functions Ability to troubleshoot technical issues over the phone in a professional manner The ability to produce clear and well-written documentation Willingness to assist peers with requests, troubleshooting, and projects as needed Passionate about providing excellent customer service Preferred Skills and Experience Thorough understanding of Microsoft applications Basic understanding of VoIP principles Basic knowledge of networking principles Basic understanding of networking equipment (Routers, Switches, Wireless Access Points) Associate's degree in an applicable field of study What we offer At Silverline Solutions, we believe in taking care of our employees and supporting their overall well-being. We offer a comprehensive benefits package designed to help you personally and professionally thrive. As part of our team, you will have access to the following benefits:

Health & Wellness:

Comprehensive medical, dental, vision, and disability insurance plans to ensure your health and well-being.

Supplemental Wellness Options:

A variety of optional insurance plans, including life, accident, critical care, cancer, hospitalization, and long-term care, to meet specific needs you may have.

Retirement Plans:

401(k) plan (traditional and Roth) with company match to help secure your financial future. Paid Time Off (PTO): Generous PTO, sick time off, and holiday pay to help you maintain a healthy work-life balance.

Professional Development:

Ongoing training opportunities and career growth support to help you advance your career. Employee Assistance Program (EAP): Access confidential counseling and support services for mental and emotional well-being.

Additional Perks:

Employee discounts, team appreciation events, and more. We are committed to fostering a positive work environment where all employees can succeed, grow, and feel supported.

Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Health insurance Short-term disability Long-term disability Life insurance Long-term care Paid time off Sick time off Vision insurance Supplemental insurance options

Schedule:

Monday to

Friday Work Location:

In person only

Job Type:

Full-time Pay:

$15.00 - $21.60 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Vision insurance Application Question(s): Are you located within a 30-mile radius of Winterville, NC 28590? Ability to

Commute:

Winterville, NC 28590 (Required)

Work Location:

In person