L1 Technician

The Level 1 IT Support Technician serves as the first line of technical support for In-Telecom clients, providing support through phone, email, ticketing system, chat, and remote support tools.

This role is responsible for troubleshooting and resolving common end-user, workstation, Microsoft 365, access, printer, basic networking, and application issues while delivering a professional and consistent client experience.

This position operates in a fast-paced Managed Services Provider environment where technicians support multiple client environments, manage competing priorities, and balance urgency, accuracy, documentation, and client communication.

The Level 1 Technician is expected to own tickets from first response through resolution or proper escalation, follow documented processes and SOPs, maintain accurate ticket notes and time entries, and escalate issues appropriately when additional techn...