Tier 1.5 Service Desk Technician

Job description

Looking for a motivated and customer-focused Service Desk Technician (Tier 1.5) to join our support team operating within a secure Azure enterprise environment. In this role, you’ll go beyond basic troubleshooting by handling more advanced technical issues, supporting cloud-based systems, and escalating complex incidents when necessary. You’ll play a key part in keeping operations running smoothly while delivering exceptional service to end users. This is a great opportunity for someone with foundational Information Technology (IT) experience who is ready to take the next step in their career. Join a collaborative team where your problem-solving skills and contributions are valued every day. Key Responsibilities: - Respond to technical inquiries and support requests via phone, email, or chat, delivering a positive customer experience with prompt and effective solutions. - Accurately document issues, troubleshooting steps, and resolutions in the ticketing system, ensuring alignment with established SLAs and SLOs. - Troubleshoot and resolve Tier 1.5-level issues related to Azure services, Microsoft Windows, and collaboration tools (e.g., Microsoft Teams, Outlook), escalating more com...