Tier 1 Technician (In-Office)

Job Description

Job Description

Tier 1 Technician (based in Kent, WA)

About Clearbridge

At Clearbridge, we solve business problems through IT. We're a fast-paced, high-growth managed services provider with operations across BC, Alberta, and Washington, partnering with businesses who need their technology to work seamlessly so they can focus on what they do best. Our team of 15+ service professionals becomes an extension of our customers' operations, understanding their businesses deeply enough to anticipate needs and recommend solutions that move the needle.

We genuinely invest in our people. We develop Tier 1 Technicians into Tier 2 Technicians. Your growth matters because when you succeed, our customers succeed.

The Role: First Line of Defense, First Impression

As a Tier 1 Technician, you're the first voice customers hear when they need help. You turn "nothing's working" into "we've got this handled." You own tickets from start to finish, build genuine customer relationships, and spot opportunities where Clearbridge can add real value.

This isn't about being the most technical person in the room yet. It's about being hungry to learn, confident enough to own problems, and human enough to remember there's a stressed business owner behind every ticket.

Your day-to-day:

• Answer calls and emails from customers needing technical support or reassurance
• Own tickets from open to close, digging into root causes and seeing problems through
• Build customer relationships deep enough to anticipate needs and understand business challenges
• Recognize patterns in recurring issues and proactively recommend solutions
• Learn constantly through shadowing, vendor training, and hands-on problem-solving
• Collaborate with a 15-person team that genuinely wants you to succeed

The 4 Core Attributes We're Looking For

1. Customer Obsessed (Relationally Aware)

You know and understand that above solving tech problems, how people are treated is what people remember. You must genuinely like helping people. You're comfortable on the phone, patient with non-technical customers, and skilled at translating tech-speak into plain language. You understand that good service means making people feel confident and supported, not just fixing the problem.

2. Hungry (Eager to Learn)

You're tech-savvy (you troubleshoot your own devices, understand how systems connect) and you genuinely enjoy figuring things out. You learn from mistakes. You've probably taught yourself something technical just because it sounded interesting. You see gaps in your knowledge as opportunities, not threats.

3. Independent (Confident Problem Ownership)

You own tickets from start to finish, even when that requires research or escalation. You try things, document what works, and know when to ask for help without defaulting to it. Customers never wonder if their issue fell through the cracks.

4. Business Acumen (Solutions-Oriented Thinking)

You understand technology serves business goals. You think beyond the immediate ticket and ask, "What would actually help this customer's business run better?" You notice when recurring issues signal deeper problems and spot opportunities to add genuine value.

Must-Haves

• Customer service mindset: energized by helping people solve problems
• Consultative approach: ask thoughtful questions to understand root causes
• Technical curiosity: comfortable troubleshooting and understanding how systems connect
• Ownership mentality: see problems through to resolution
• Strong communication: clear, professional, and empathetic on phone and in writing
• Flexibility: comfortable with on-call rotation and customer needs beyond 9-5

Nice-to-Haves

• Previous IT support or MSP experience
• Familiarity with Windows, Active Directory, O365, or networking fundamentals
• Vendor certifications (CompTIA A+, Network+, Microsoft)
• Experience with PSA or RMM tools
• Track record of independent learning (side projects, self-taught skills)

What Success Looks Like

We measure by:

• Ticket resolution efficiency : how quickly and thoroughly you solve problems
• Customer satisfaction : how customers feel after interacting with you
• Customer knowledge : how well you understand their businesses and needs
• Proactive value : how often you spot opportunities to genuinely help

Why Clearbridge?

Real growth. We develop Tier 1s into Tier 2s through vendor training, internal knowledge sessions, and shadowing with experienced professionals.

Exciting environment. Fast-paced, high-growth company with operations across BC, Alberta, and Washington. Genuine advancement opportunities. If you want to be part of something dynamic and growing, this is it.

Amazing team. Work with 15 professionals who value collaboration, ask great questions, and balance technical excellence with humanity.

Thoughtful workspace. Downtown Abbotsford office with natural light, standing desks, multiple monitors, and unlimited quality coffee.

Meaningful work. Every ticket you close keeps a business running. That's real impact.

The Reality Check

This is a hybrid position, and the candidate must be based near Kent, WA. There will be a satelite office in the area, where eventaully the candidate will be based Monday through Friday, with on-call rotation. We love having our team visit our head office in Abbotsford, BC and you will be invited to join us regularly throughout your employment. You'll spend significant time on the phone and in remote sessions. You'll encounter frustrated customers and unclear problems. You need to stay calm under pressure, ask thoughtful questions, and own outcomes even when they're messy.

If you want to clock in, close tickets mechanically, and clock out without thinking about customer impact, this isn't it.

But if you want a place where your growth is genuinely supported, your curiosity encouraged, and your contributions directly impact real businesses?  We should talk.