Job Type: Part Time
We are seeking a customer-focused Level 1 Support Specialist to serve as the first point of contact for our clients via telephone. You will diagnose and resolve technical issues related to Windows and macOS workstations, basic networking hardware (routers, switches, firewalls), and Office 365. Success in this role requires strong verbal communication, troubleshooting logic, and the ability to de-escalate frustrated users over the phone. Also ready to visit sites in case troubleshooting requires physical presence.
Key Responsibilities
PHONE-BASED TECHNICAL SUPPORT
- Answer incoming support calls promptly and professionally.
- Triage, document, and resolve technical issues using a ticketing system
- Walk users through step-by-step solutions over the phone with and without remote access when necessary.
- Escalate unresolved or complex issues (e.g., firewall rule changes, switch failures) to Level 2/3 teams with details
WORKSTATION SUPPORT – WINDOWS (PRIMARY)
- Troubleshoot Windows 10/11 issues: boot failures, slow performance, driver problems, BSOD analysis (basic).
- Manage user accounts, group policies (basic), and local permissions.
- Support common applications and peripherals.
WORKSTATION SUPPORT – MACOS (SECONDARY)
- Troubleshoot macOS (Ventura/Sonoma/Sequoia) issues: system updates, application crashes, printing.
- Assist with iCloud, Keychain, and basic Unix command-line utilities (`ping`, `ifconfig`, `nslookup`).
- Guide users through macOS security & privacy settings.
OFFICE 365 SUPPORT
- Reset passwords, configure Outlook/Apple Mail, troubleshoot sync issues.
- Manage Exchange Online (mailbox permissions, distribution groups).
- Support Teams, OneDrive for Business, and SharePoint Online (basic file access/sharing).
BASIC NETWORK SUPPORT
- Run basic diagnostics: `ping`, `tracert`, `ipconfig`, `nslookup`.
Required Qualifications
Technical Skills
- OS: Proficient in Windows 10/11; working knowledge of macOS
- Office 365: User/group management in Exchange Admin Center, OneDrive sync troubleshooting.
- Networking: Understand TCP/IP, DNS, DHCP, VLANs (conceptually). Hands-on with consumer/SMB router interfaces (e.g., Ubiquiti, TP-Link, Cisco small business).
- Firewall basics: Know difference between stateful inspection, ACLs, and NAT; can check if a client is blocked.
Soft Skills (Critical for Phone Support)
- Clear, patient, and professional phone manner.
- Ability to explain technical concepts to non-technical users (e.g., "please click the Apple logo in the top-left corner").
- Strong active listening – diagnosing without seeing the screen.
- Documentation discipline – every call logged with actionable notes.
Experience & Education
- 1–2 years in a phone-based help desk or service desk role.
- CompTIA A+, Network+, or Apple Certified Support Professional (ACSP) preferred.
- High school diploma required; associate degree in IT or related field a plus.
Work Environment & Schedule
- Shift-based schedule (e.g., 9am–6pm Canadian Time, Mon–Fri).
- Quiet home office
- Some after-hours or weekend coverage may be required for critical outages.
Compensation is based on calls and visits logged and signed by customer.
Pay: $20.00 per hour
Work Location: Remote
