Technical Support - 20998

Role: Technical Support
Priority Location: Philippines, South Africa, Latin America
Working Hours: Monday-Friday, 8:00am- 5:00pm CST
Target Start Date: ASAP (Urgent Hiring)

The final offer is at the client’s discretion and will depend on the candidate’s interview result, skills, and experience.

About the Company:

A managed cybersecurity and IT services company serving small and mid-sized businesses across regulated industries—healthcare, legal, manufacturing, accounting, and construction—throughout Northern California. We combine vCISO, compliance, advanced security, and managed IT services to help our clients operate securely and confidently.

About the Role:

We are looking for a Level 1 Technical Support / Help Desk Technician to serve as the first point of contact for client technical issues. You'll triage, troubleshoot, and resolve everyday IT problems, escalate more complex issues to Level 2/3 engineers, and help deliver the responsive, high-touch support our clients rely on.

Key Responsibilities:

• Respond to and resolve incoming support tickets, calls, and emails from client end users
• Troubleshoot common hardware, software, network connectivity, and account access issues
• Provision, reset, and manage user accounts and permissions in Microsoft 365, Active Directory, and Google Workspace
• Support and troubleshoot Windows and macOS desktops/laptops, printers, and basic network equipment
• Document all work clearly in the ticketing system, including steps taken and resolution
• Escalate unresolved or complex issues to Level 2/3 support with clear, complete notes
• Follow established security procedures and flag anything that looks like a potential security incident
• Maintain a professional, patient, customer-first approach on every ticket and call

Qualifications & Skills:

• 2+ years of experience with Level 1 help desk or technical support (professional, internship, or equivalent hands-on experience)
• Working knowledge of Microsoft 365 administration (mailboxes, licensing, basic admin center tasks)
• Familiarity with Active Directory (user/group management, password resets, basic permissions)
• Familiarity with Google Workspace administration
• Basic understanding of Windows OS; macOS a plus
• Strong troubleshooting instincts and a methodical approach to diagnosing issues
• Clear written and verbal communication — you'll be explaining technical issues to non-technical people all day
• Ability to prioritize and manage multiple open tickets at once

Preferred/Nice to Have:

• Prior experience at an MSP (managed service provider)
• Familiarity with RMM or PSA ticketing platforms 
• Basic networking knowledge (DNS, DHCP, VPN)