Technical Support Technician I

About the role

This entry‑level position serves as the first point of contact for customers needing to raise a request or incident ticket. The technician will handle common IT issues such as password resets and basic hardware triage while providing timely restoration of services.

Key responsibilities

• Record, classify, and log incidents and service requests with appropriate categorisation and prioritisation.
• Perform first‑line investigation, diagnosis, and resolution of incidents.
• Own incidents throughout their lifecycle and keep users informed of status.
• Escalate unresolved or major incidents to Level 2 support or the Incident Manager.
• Verify resolution with users and ensure incidents are closed.

Required profile

• High school diploma required; associate degree in Information Technology preferred.
• 1–3 years of relevant IT support experience.
• Strong data‑entry skills and ability to follow instructions.
• Excellent written and verbal communication in English.
• Ability to work independently, handle pressure, and maintain confidentiality.

Required skills

• CompTIA A+ certification.
• CompTIA Network+ certification.

What we offer

• Remote work‑from‑home arrangement.
• On‑call availability and shift flexibility as business needs dictate.
• Inclusive workplace committed to reasonable accommodations for persons with disabilities.