INVAR Technologies is a Premier Microsoft Solution Provider in NYC and we are seeking an experienced Tier 1 Technician to join our growing support team. Successful candidate will be mainly stationed at one of our clients in Brooklyn, NY 11206 and will be responsible for monitoring, supporting and optimizing our customer's workstations, printers, VoIP phones and other network devices. We are looking for someone who can solve most workstation issues independently. The ideal candidate will work with other help desk staff and end users directly to help resolve user experience issues and escalate to Tier 2 or System administration.This is a great role for someone with basic IT knowledge to get hands-on experience and work in an environment that fosters learning and gives opportunities to those that can show they're interested in furthering their career.In this position, you will serve as the main technical interface to the client and have a direct impact on client satisfaction. Therefore, candidates should also have a demonstrated ability to work independently with little supervision and possess a high level of customer service skill. Excellent written and oral communication skills are also crucial, as well as being able to work with technical, non-technical, and executive staff.Support Role ResponsibilitiesAnswer all incoming calls and creating a ticket by documenting the reported issue and all prominent details.Troubleshoot and provide IT support remotely and on-site relating to technical issues involving Microsoft's core business applications and operating systemsProvide basic technical support at the network level: WAN and LAN connectivity, switches, firewalls and all connected peripheral devices.Independently resolve most issues with Windows 7, 10, network printers and VoIPProvide basic support for end users for remote access solution, LogmeInMonitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.Keep good notes about what was done and all system changes in the ticketing system (zendesk) and documentation system (IT Glue)Travel between main site and other local interborow sites 50-60% of the timeCommunications with customers on-daily basis: keeping them informed of incident progress, notifying them of impending changes, and setting appropriate expectations for resolution timesProvide friendly, professional support via phone, email and our ticketing system (ZenDesk)Work with the Office 365 admin portal to resolve user issues (password resets, new user creation, license assignment, software installation etc.)Collaborate with vendors to resolve issues as necessaryTrain & provide support to client staff on new technology implementationsLearn new technologies and participate in vendor training and certification programsImprove customer service, perception, and satisfaction.Escalate service requests that require engineer level support.Responsible for entering time and expenses as they occur.Qualifications2+ Years' experience in Tier 1 Support in a MSP environmentExcellent Verbal and Written English CommunicationAbility to work and be available during 8:30am - 6pm shift ESTAvailability to work after hours and weekends (infrequent & compensated)Strong knowledge of Windows 7-10Strong knowledge of the MS Office suiteUnderstanding of domains, user profiles and how they workUnderstanding of Office 365 admin portalKnowledge of VoIP technologyStrong analytical skillsA minimum of 1 years of recent experience troubleshooting various technology and user experiencesSelf-motivated and high level of enthusiasmTake a personal interest in, and responsibility for quality of work performedAbility to pay close attention to detail while dealing with a robust flow of issuesAbility to articulate technical information clearly and simply to non-technical peopleKey Performance IndicatorsCustomer Satisfaction RatingQuantity & quality of tickets resolvedQuality & quantity of Technical Documentation created / updatedINVAR Technologies provides equal employment opportunities to all applicants for employment, without regard to race, color, creed, gender, religion, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition including genetic characteristics, sexual orientation, or any other consideration protected by federal, state, or local laws. We provide reasonable accommodations upon request in compliance with the Americans with Disabilities Act of 1990 and Section 504 of the Rehabilitation Act. We encourage and support diversity. Job Type: Full-timePay: $60,000.00 - $70,000.00 per yearExperience:Software troubleshooting: 1 year (Required)Language:English (Required)