The Tier I Service Desk Technician provides first-level technical support for Unió Digital clients. You'll respond to requests, resolve common IT issues, communicate solutions clearly, and escalate complex work with complete documentation. This client-facing role is ideal for someone who enjoys solving problems, supporting client satisfaction, and building a career in managed IT.
Responsibilities:
- Respond promptly and professionally to service desk calls, emails, and chat requests
- Troubleshoot and resolve common hardware, software, and networking issues
- Record accurate ticket details, categorization and priority, and resolution notes in HaloPSA
- Explain technical solutions to clients in simple, clear language
- Collaborate with the service desk and management to deliver the best client outcome
- Build technical knowledge through training and professional development, then share learning with the team
- Work with a modern managed-services stack including HaloPSA, Hudu, ImmyBot, Intune, Meraki, Microsoft 365, Webex, Rhombus, Avigilon, and Avigilon Alta
Qualifications:
- A client-first mindset and commitment to high-quality service
- Prior hands-on IT support experience in an MSP or technical office environment is preferred
- Ability to diagnose and resolve foundational technical issues across endpoints, applications, and networks
- Familiarity with computer systems, mobile devices, and common business technology
- Strong problem-solving, communication, interpersonal, and documentation skills
- A self-starter who learns quickly, stays effective under pressure, and pays close attention to detail
- An IT-related degree or certifications such as CompTIA A+, Network+, Cisco, or Microsoft are a plus
- Eligible to work in the country of the assigned hiring location and based in or relocating to one of the listed markets