Tier One Technical Support

Salary Range: $40,000-$50,000 annually

Company Overview:

WaterlooIT is a dynamic and client-focused Managed Service Provider committed to delivering exceptional IT support to our valued clients. We prioritize customer service and continuous improvement, ensuring that our team members grow alongside the business while consistently exceeding client expectations.

Position Summary

We are seeking a dedicated Tier One Technician to join our team. The ideal candidate will be passionate about customer service, proactive in resolving technical issues, experienced in independent troubleshooting and motivated to continuously improve their skills and support the team’s growth. This role is key to ensuring that our clients receive prompt, professional, and effective IT support.

Key Responsibilities

Customer Service First: Prioritize customer service, ensuring all interactions are friendly, respectful, and solution-oriented.

Critical Thinking: Apply analytical and problem-solving skills to diagnose, resolve, or escalate technical issues efficiently.

Ticket Management:

• Answer incoming phone calls promptly and professionally.
• Work on assigned tickets, ensuring timely resolution and escalation when appropriate.
• Ability to go onsite to clients.
• Log at least 7 hours of productive time daily on ticketing activities.
• Review and update every assigned ticket daily.
• Follow established checklists to ensure adherence to company procedures and quality standards.

Continuous Improvement:

• Actively seek opportunities for self-improvement and skill development.
• Contribute to the teams’ success by sharing knowledge and supporting colleagues.
• Embrace feedback and demonstrate a willingness to enhance processes and workflows.

Qualifications

Technical Skills:

• At least 2 years of experience in troubleshooting hardware, software, and basic network issues.
• Ability to perform basic hardware upgrades.
• Familiarity with remote support tools and ticketing systems.
• Understanding of Microsoft environments (Windows OS, Office 365, related applications).
• Ability to gain familiarity and adapt to a variety of client-specific software quickly.
• Bonus: Experience in an MSP environment.

Soft Skills:

• Excellent communication skills, with a strong customer service orientation.
• Comfortable communicating with both technical and non-technical users in clear, plain language.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Attention to detail and the ability to follow detailed checklists.
• Self-motivated and able to work independently as well as in a team environment.
• Eagerness to learn and grow your technical knowledge.

Why Join WaterlooIT?

• Supportive and growth-oriented work environment.
• Opportunities for professional development and training.
• Competitive salary and benefits package.

To Apply:

If you are passionate about IT support, dedicated to customer service, and eager to contribute to a growing team, we encourage you to apply. Please include a cover letter with your application to be considered for this role.

Do not Apply If:

• You are unable to commute — This is an in-office role.
• You do not have valid transportation for client onsite visits as required.
• You have less than 2 years of relevant IT support experience.
• You are not comfortable working in a fast-paced environment where critical thinking and self-motivation are essential.
• You are unable to commit to logging 7 hours of productive ticket management time daily.

Please Note: This advertisement provides a general overview and is not a comprehensive job description. The specific responsibilities will be customized based on the skills and strengths of the successful candidate. The payscale for this position increases with applicable experience and certifications.