Tier 1 Technician

IT Voice is a leading provider of Technology solutions, specializing in a wide range of services including Managed IT, Cloud, Security, Managed Network, and VoIP solutions. As a Managed Service Provider (MSP), we deliver World Class Technology with Hometown Service, guided by our core values: Focus on others, own it, work smart, and do the right thing. We prioritize the needs of our clients, taking ownership of every task and approaching our work with efficiency and integrity.

About the role

As a Tier 1 Technician, you’ll play a vital role in installing, maintaining, testing, and repairing systems and networks in the greater Birmingham metropolitan area. Using your technical expertise, you’ll provide first-level technical support to IT Voice customers, resolving technical issues efficiently and ensuring seamless IT operations.

Responsibilities

• Provide customer support and resolve technical issues efficiently.
• Maintain and troubleshoot software, hardware, networking, and communication systems.
• Offer training and guidance to staff and clients on new technologies.
• Conduct weekly site visits to clients in the field for on-site support.
• Ensure tickets are closed within 3 days while maintaining high customer satisfaction.
• Serve as a primary project member on technology projects with moderate scope and impact.
• Stay up to date with current technological developments and industry trends.
• Participate in On Call rotation.

Requirements

• Minimum 3 years in IT, with system maintenance and troubleshooting experience.
• CompTIA+ and Network+ certifications (working toward or achieved).
• Strong troubleshooting, system maintenance, networking, and communication skills.
• Must live within commuting distance of the Birmingham metropolitan area.
• Good driving record and ability to lift up to 70 lbs for equipment transport and installation.

Performance Goals

• Target 80-100% monthly utilization per team member.
• Maintain a monthly CSAT score of 95.0 for high customer satisfaction.
• Ensure tickets are closed within 3 days of creation.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Travel reimbursement
• Vision insurance
• Work-from-home flexibility

Pay

$22-26/hour

Schedule

• Monday to Friday
• Hybrid role based in Birmingham, AL