Tier 1.5 Service Desk Technician

Service Desk Technician (Tier 1.5)

Looking for a motivated and customer-focused Service Desk Technician (Tier 1.5) to join our support team operating within a secure Azure enterprise environment. In this role, you'll go beyond basic troubleshooting by handling more advanced technical issues, supporting cloud-based systems, and escalating complex incidents when necessary. You'll play a key part in keeping operations running smoothly while delivering exceptional service to end users.

This is a great opportunity for someone with foundational Information Technology (IT) experience who is ready to take the next step in their career. Join a collaborative team where your problem-solving skills and contributions are valued every day.

Key Responsibilities :

• Respond to technical inquiries and support requests via phone, email, or chat, delivering a positive customer experience with prompt and effective solutions.
• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system, ensuring alignment with established SLAs and SLOs.
• Troubleshoot and resolve Tier 1.5-level issues related to Azure services, Microsoft Windows, and collaboration tools (e.g., Microsoft Teams, Outlook), escalating more complex incidents when necessary.
• Maintain and contribute to the internal knowledge base by documenting known issues, workarounds, and best practices to support faster issue resolution.
• Collaborate with higher-tier support teams and other IT units to ensure timely resolution of escalated issues and promote smooth service delivery.
• Assist users in navigating the secure Azure enterprise environment, offering technical guidance to reduce repeat issues and improve end-user confidence.

General Responsibilities and Duties :

Minimum Qualifications

Security Clearance

Certifications

Required Job Specific Skills

Other Job Specific Skills