Tier 1 Helpdesk Technician – Hybrid

Job Summary: We are seeking a highly motivated and customer-focused Tier 1 Helpdesk Technician to join our team at Conscious Networks. The ideal candidate will have a strong technical background, exceptional communication skills, and a passion for delivering outstanding customer service. As a Tier 1 Helpdesk Technician, you will provide remote support to our clients, troubleshoot technical issues, and ensure prompt resolution of incidents and service requests.Responsibilities:Provide efficient and courteous Tier 1 technical support via phone, email, and remote assistance tools to end-users, ensuring timely resolution of incidents and requests.Troubleshoot hardware, software, and network-related issues, performing root cause analysis to identify and resolve problems.Manage and prioritize incoming support tickets, ensuring accurate documentation, categorization, and escalation of issues according to established procedures.Collaborate with Tier 2 and Tier 3 teams to resolve complex technical issues and provide prompt and accurate updates to clients.Install, configure, and maintain various software applications, including but not limited to Sophos, Atera, Microsoft products, Backblaze, and Ring Central.Perform user administration tasks, such as creating and managing user accounts, permissions, and passwords.Assist with user onboarding and offboarding procedures, including hardware and software setup, data backup, and transfer.Conduct proactive system monitoring, identify potential issues, and take appropriate action to prevent service interruptions.Maintain accurate and up-to-date documentation of support activities, knowledge base articles, and standard operating procedures.Stay current with industry trends, emerging technologies, and best practices through self-study and ongoing professional development.Qualifications:Bachelor’s degree in Computer Science, Information Technology, or a related field.Minimum of 5 years of experience in a helpdesk or technical support role, preferably within a managed service provider environment.Strong knowledge and experience with Sophos, Atera, Microsoft products, Backblaze, and Ring Central.Excellent troubleshooting skills and the ability to diagnose and resolve technical issues independently.Proficient in Windows and Mac operating systems, as well as common productivity applications.Familiarity with networking concepts, TCP/IP protocols, and remote access technologies.Outstanding customer service skills, with the ability to communicate technical concepts clearly and effectively to non-technical users.Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple assignments simultaneously.Proactive and self-motivated, with a strong desire to learn and keep up with evolving technologies.Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.If you would like to be a Helpdesk Technician with us, join our dynamic team of professionals and contribute to our mission of delivering exceptional IT support to our valued clients. Apply today with your resume and cover letter highlighting your relevant experience and qualifications. Please note that only shortlisted candidates will be contacted for further consideration.Email your resume to Jobs@Conscious.netConscious Networks is an equal opportunity employer and welcomes applicants from diverse backgrounds.

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