一级/二级支持技术员
Level 1/2 Support Technician
不，"你有没有尝试过关掉再打开？"在这里并不是一种贬低——它确实是第一步...
我们正在寻找一位1/2级支持技术员，他具备良好的态度，并对帮助他人有真正的热情。这是一份入门级职位，需要与客户保持持续互动，为中小型企业提供支持，确保他们的技术运行顺畅。
他们是一家快速发展的托管服务提供商，以响应迅速、以人为本的IT支持方式而闻名。他们的客户不仅依赖他们解决技术问题，还依赖一个沟通清晰、认真对待每个问题的团队。
态度和客户服务放在首位。技术技能和工具可以培训——最重要的是真正享受帮助他人，在压力下保持冷静，并具备强烈的职业道德。即使没有经验使用以下列出的软件？也请申请！我们最需要的是在支持/客服岗位上有一定经验。
职责
- 通过电话、邮件和自动警报成为客户的首要联系人。
- 分类处理工单：识别问题、评估严重程度，并在需要时升级。
- 在解决问题的过程中持续更新客户——没有人喜欢石沉大海。
- 配置和部署新的工作站；迁移数据和应用程序。
- 排查Windows电脑、服务器和常见硬件问题。
- 支持活动目录、DNS、文件/文件夹安全、打印服务器和证书。
- 监控和排查客户的局域网环境。
- 协助端点安全（BitDefender、Blackpoint）和电子邮件管理（OpenText/AppRiver）。
- 在IT Glue中记录所有内容——认真地说，所有内容都要记录。
要求
- 在客服或IT支持岗位上有6个月至1.5年的经验，最好是在MSP或同时支持多个客户的岗位上。
- 以英语为母语——这是硬性条件。你每天都要与客户通话，需要始终保持清晰专业的沟通。
- 能够在周一至周五，美国太平洋时间上午8点至下午5点工作。
- 有在多个平台（电话、邮件、工单系统）与客户沟通的经验。
- 有RMM、PSA/工单系统和文档平台的实际操作经验（我们使用NinjaOne、Autotask和IT Glue）。
- 有在工作组和域环境中使用Windows操作系统的经验；能够设置电脑并迁移数据。
- 熟悉Office 365、Adobe和常见的Windows应用程序。
- 端点安全
查看英文原文
No, 'have you tried turning it off and on again?' is not beneath you here — it's literally step one...
We're looking for a Level 1/2 Support Technician who combines a great attitude with a genuine passion for helping people. This is an entry-level role with constant client interaction, supporting small to mid-sized businesses and keeping their technology running smoothly.
They are a growing Managed Services Provider known for their responsive, people-first approach to IT support. Their clients count on them not just for technical fixes, but for a team that communicates clearly and treats every issue with care.
Attitude and customer service come first. Technical skills and tools can be taught — what matters most is genuinely enjoying helping people, staying calm under pressure, and bringing a strong work ethic. Don't have experience with the exact software listed below? Apply anyway! The one thing we really need is some prior experience in a support/helpdesk role.
Responsibilities
- Be the first point of contact for client issues via phone, email, and automated alerts.
- Triage tickets: identify the problem, assess severity, and escalate when needed.
- Keep clients updated throughout the resolution process — no one likes radio silence.
- Configure and deploy new workstations; migrate data and applications.
- Troubleshoot Windows PCs, servers, and common hardware issues.
- Support Active Directory, DNS, file/folder security, print servers, and certificates.
- Monitor and troubleshoot client LAN environments.
- Assist with endpoint security (BitDefender, Blackpoint) and email management (OpenText/AppRiver).
- Document everything in IT Glue — seriously, everything.
Requirements
- 6 months to 1.5 years of experience in a helpdesk or IT support role, ideally at an MSP or in a role supporting multiple clients simultaneously.
- Native English speaker — this is a deal breaker. You'll be on the phone with clients daily and need to communicate clearly and professionally at all times.
- Available to work Monday–Friday, 8 am–5 pm US Pacific Time.
- Proven experience communicating with customers across multiple platforms (phone, email, ticketing systems).
- Hands-on experience with RMM, PSA/ticketing, and documentation platforms (we use NinjaOne, Autotask, and IT Glue).
- Windows OS experience in Workgroup and Domain environments; ability to set up PCs and migrate data.
- Working knowledge of Office 365, Adobe, and common Windows apps.
- Endpoint security and antivirus experience (BitDefender preferred).
- Familiarity with email management platforms like OpenText (AppRiver).
- Hardware troubleshooting at the subassembly level (hard drives, power supplies, GPUs, etc.).
- Windows Server: Active Directory, DNS, file/folder security, certificates, and print servers.
- Virus removal, spam mitigation, and LAN troubleshooting.