N1 IT Technician

Description

We are seeking an N1 IT Technician for a technology company offering comprehensive IT outsourcing. The selected candidate will report to the N1 Coordinator and sit between the Coordinator and the N1 Technicians, acting as their technical reference point for guidance on judgment or incident resolution—without requiring formal authority over the team. **Responsibilities** * Ticket and incident management for our clients using the PSA tool (e.g., ConnectWise), focusing on triage, prioritization, and adherence to agreed SLAs. * Resolution of advanced N1-level incidents—i.e., cases exceeding the resolution capacity of entry-level N1 technicians—and escalation to N2 where required. * Direct and regular client contact via phone, email, or chat for incident resolution; occasional on-site client visits when necessary (not routine, but part of the role). In high-criticality incidents, this person will convey confidence and control to the client. * Maintaining up-to-date client documentation (infrastructure, procedures, credentials) in the designated tool (e.g., Hudu); identifying recurring incidents and proposing new procedures or automations. **Requirements:** * Microsoft 365: administration of Exchange Online, Teams, SharePoint, license and mailbox management. * Azure AD / Microsoft Entra ID: user, group, permission, and basic access policy management. * Networking: solid understanding of TCP/IP, DNS, DHCP, VPN, and connectivity troubleshooting. * Windows Server and Windows 11: basic-to-intermediate administration, Group Policy (GPO). * Security: antivirus/EDR, patch and update management, encryption (BitLocker), MFA concepts. * Backups: verification of backups and restoration processes. * Experience with remote monitoring tools (RMM) and ticketing systems (PSA): alerts, tickets, configuration item (CI) inventory. * Strong ability to write clear, well-organized technical documentation—this is a core requirement, not an added bonus. * Valid driver's license. * Desirable qualifications: Prior experience in an MSP or multi-client IT support environment. Certifications: Microsoft 365 Certified, Microsoft Azure Fundamentals (AZ-900), ITIL Foundation. Familiarity with virtualization (Hyper-V or VMware). Basic scripting (PowerShell) for automating repetitive tasks. **Benefits:** * Performance-based salary bonus * Meal vouchers * Private health insurance * Training