Tier 1 IT Support Specialist – Remote

Job Title: Tier 1 IT Support Specialist – Remote
Location: Remote
Summary
We are looking for a Tier 1 IT Support Specialist to be the first line of support for our global workforce. You will handle initial triage, basic troubleshooting, and standardized requests across our core tools, escalating complex issues to Tier 2 while maintaining excellent communication and documentation.
This role is ideal for someone with solid fundamentals in Microsoft 365 and/or Google Workspace, strong troubleshooting instincts, and a desire to grow into a deeper Tier 2 position working with security tools like Zscaler, RMM platforms, and VOIP/contact‑center systems.

Responsibilities

Frontline Incident and Request Management

• Act as the first point of contact for users via ticketing system, email, and VOIP/phone
• Log, categorize, and prioritize tickets in Jira Service Management according to SLAs
• Perform initial troubleshooting using standardized runbooks and guided questions
• Resolve common Level 1 issues on first contact whenever possible
• Clearly document all actions, symptoms, and steps taken in the ticket

User Account and Access Management

• Create, modify, and disable user accounts in Microsoft 365 / Azure AD (mailboxes, groups, licenses, basic Intune device enrollment) and Google Workspace (users, groups, aliases, basic organizational unit moves)
• Process standard access requests following least‑privilege guidelines and approval workflows
• Assist with basic password resets, MFA enrollment, and sign‑in troubleshooting

Endpoint and Device Support

• Provide Level 1 support for Windows and macOS endpoints under management
• Perform basic checks using RMM tools such as NinjaOne (status, connectivity, simple scripts or tasks as per runbook)
• Guide users through standard troubleshooting steps (reboots, cache/credential clears, VPN/client checks)
• Log hardware and device details to support IT asset management tools (e.g., Snipe‑IT) when required

Zscaler and Security – Level 1 Support

• Perform initial triage for issues related to Zscaler ZIA/ZPA and security agents (e.g., SentinelOne)
• Check connectivity status, sign‑in state, and basic client settings
• Walk users through standard steps (sign‑out/sign‑in, restart client, basic checks)
• Collect logs/screenshots and escalate to Tier 2 for policy changes and advanced troubleshooting
• Follow security and compliance procedures, flagging any suspicious activity to the Tier 2 team

VOIP and Contact Center – Level 1 Support

• Provide first‑line support for VOIP and contact‑center tools such as Ring Central, Storm Studio, and Talkdesk
• Password resets, profile changes, basic troubleshooting (no audio, cannot log in, softphone setup)
• Verify network/connectivity basics and client status
• Escalate configuration, routing, and integration issues to Tier 2

Documentation and Knowledge Management

• Update and maintain clear, step‑by‑step documentation and knowledge base articles
• Provide feedback to improve runbooks, standard operating procedures (SOPs), and FAQs
• Ensure all tickets include sufficient notes to allow smooth handover to Tier 2 when required

Collaboration, Escalation, and Continuous Improvement

• Collaborate closely with Tier 2 engineers and other teams when escalating issues
• Follow defined escalation paths and SLAs, including proactive communication with end users
• Participate in regular training on new tools and processes (e.g., Make.com, n8n, Airtable, Monday.com, HubSpot) to support future automation and process improvements

Qualifications

• 1–2+ years of experience in an IT support/helpdesk or service desk role (MSP experience is a plus)
• Hands‑on experience with at least one of the following: Microsoft 365 / Azure AD / Intune (basic), Google Workspace (basic)
• Comfortable working from a ticket queue and meeting response and resolution SLAs
• Good understanding of core IT concepts: user accounts, groups, permissions; basic networking (DNS, VPN, Wi‑Fi, latency vs bandwidth); endpoint fundamentals for Windows and/or macOS
• Strong written and verbal communication skills in English
• Customer‑centric mindset with the ability to stay calm and professional under pressure
• Willingness to work in a remote, multi‑time‑zone support environment, including possible shift work if required

Nice‑To‑Have Experience

• Exposure to Zscaler (ZIA/ZPA) as an end user or basic admin
• Experience with ticketing and ITSM tools such as Jira Service Management, ServiceNow, or similar
• Familiarity with RMM tools such as NinjaOne (or equivalents like Kaseya, Datto, etc.)
• Exposure to VOIP/contact-center platforms: Ring Central, Storm Studio, Talkdesk
• Exposure to security/EDR tools: SentinelOne
• Experience with monitoring tools: Zabbix
• Familiarity with IT asset management tools: Snipe‑IT
• Enterprise password managers: 1Password
• Workflow/automation tools: Airtable, Monday.com, HubSpot, Make.com, n8n
• Email/automation: Mailgun, QuickBooks Time
• Basic automation or scripting (PowerShell, Bash, Python) is a plus

Key Performance Indicators(KPIs)

• Ticket response and resolution times against defined SLAs
• First Contact Resolution (FCR) rate for Level 1 issues
• Quality and completeness of ticket notes and documentation
• User satisfaction scores (CSAT) and feedback from stakeholders
• Adherence to escalation paths and handover quality to Tier 2
• Participation in training and demonstrated growth in core tools (e.g., Zscaler, RMM, VOIP)

What We Offer

• 100% remote role with flexible hours and global collaboration
• Competitive salary, professional development and certification support
• Opportunity to grow toward a Tier 2 IT Support Specialist role focused on security, Zscaler, and automation
• Exposure to a modern, multi‑tenant MSP tech stack and global client base
• Collaborative remote culture with continuous learning and process improvement