Level 1 Tech Support Agent

Job Description

Job Description

We are looking for a reliable, driven, and customer focused Level 1 Technician to join our team. As the first point of contact for clients, you will play a critical role in delivering efficient and effective technical support.

Level 1 Technician Role

Technical Role Overview : The technician can support pre-existing software and systems. They can resolve issues with pre-existing documentation and are able to read and update documentation as needed.

Core Attributes

• Customer Service Mindset
• Self-Directed Learner
• Strong Communication & Comprehension Skills
• Excellent Time & Priority Management

Experience

• Experience in a customer facing role
• Experience with computers and network systems
• Experience with technical troubleshooting
• Experience in technical helpdesk, preferred

Core Responsibilities

• Resolve common password, Outlook, printer, and workstation issues independently.
• Handle Microsoft 365 user administration.
• Handle Microsoft Domain user administration.
• Configure new computers and migrate user profiles.
• Migrate and clone PC data to new hardware.
• Join devices to Entra ID (Azure AD) or Active Directory.
• Perform basic network troubleshooting.
• Follow documentation and create clear ticket notes.
• Recognize when issues require escalation.

Expectations

• Provide excellent customer service.
• Have a clear understanding of TCP/IP networking.
• Have a clear understanding of WiFi networking.
• Communicate clearly with customers.
• Accurately document work performed.
• Follow company processes and security policies.
• Resolve 80% of standard incoming issues independently using knowledge base articles, AI toolset, and established procedures. Escalates tickets that require configuration changes or advanced troubleshooting.

BRYMA Tech has been in business since 2007. We service many clients in the Fort Smith and NWA area. We focus on giving our customers friendly, timely service and strive to build lasting relationships with our end users. Customer satisfaction is our primary goal.

Company Description

BRYMA Tech has been in business since 2007. We service many clients in the Fort Smith and NWA area. We focus on giving our customers friendly, timely service and strive to build lasting relationships with our end users. Customer satisfaction is our primary goal.