Level 1 IT Support Agent

This is a remote position.

Schedule:

• Full-time (40 hours per week)
  
• UK business hours: 8:30 AM - 5:30 PM
  

Client Timezone: UK (GMT/BST)

Client Overview

Step into a dynamic role with an innovative IT managed services company that’s leading the charge in automation and AI implementation for businesses. This forward-thinking organization serves as a trusted technology partner to companies with fewer than 250 employees, delivering comprehensive digital transformation services. The company operates with a unique philosophy where technical excellence meets commercial acumen, and every team member is empowered to contribute to both service delivery and business growth. You’ll join a sales-led culture that values continuous learning and provides exceptional opportunities for career development.

Job Description

As a First Line IT Support Specialist, you’ll be the crucial first point of contact for technical issues, using cutting-edge remote access tools to solve problems and ensure exceptional client satisfaction. This position offers unique growth opportunities, including comprehensive sales training to develop additional skills and earn commission on upsells. You’ll work with modern platforms and support diverse Microsoft and Google technologies while contributing to a company culture that values both technical expertise and business development skills.

Responsibilities

• Provide first-line technical support with rapid response times (15-minute SLA maximum)
  
• Perform remote troubleshooting using advanced Synchro platform for customer endpoints
  
• Triage trouble tickets and escalate complex issues to tier 2⁄3 analysts when on-site support is required
  
• Maintain comprehensive documentation of all support interactions and resolutions
  
• Participate in company sales training program to develop upselling capabilities
  
• Identify and pursue revenue opportunities during customer interactions
  
• Support customers across Microsoft 365 and Google Workspace environments
  

Requirements

• Strong working knowledge of Microsoft 365 suite and Google Workspace
  
• Willingness to learn sales techniques and develop customer relationship skills
  
• Ability to work independently while managing multiple support tickets efficiently
  
• Excellent communication skills for professional customer interactions
  
• Commitment to minimum one-year tenure with growth-focused organization
  
• 2-4 week comprehensive training and ramp-up period provided