Managed Services Support Specialist – Tier 1

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TYPE OF WORK

Full Time

SALARY

TBD

HOURS PER WEEK

TBD

DATE UPDATED

Apr 29, 2026

JOB OVERVIEW

About the Role

We are hiring a Managed Services Support Specialist (Tier 1) to join our technical support team and be the first point of contact for customers needing IT assistance. You’ll be responsible for ticket intake, basic troubleshooting, and escalation, while delivering an exceptional customer experience. This is a customer-facing technical role with a strong focus on Microsoft Teams, Cisco Webex, and Unified Communications (UC) platforms.

This role is ideal for individuals with prior customer service or technical support experience who are detail-oriented, proactive, and eager to develop their knowledge in cloud-based collaboration and communication technologies.

Key Responsibilities

Respond to technical support requests via phone, email, and ticketing system
Create, categorize, and prioritize tickets accurately, ensuring timely escalation
Perform initial troubleshooting of hardware, network, and UC tools
Manage 3rd party vendor requests and follow up on escalations
Maintain accurate and up-to-date documentation and knowledge base articles
Participate in an on-call rotation (once technically ready)
Support monthly and quarterly reporting for clients
Monitor advisories and assess impact on client environments
Build strong relationships with clients through excellent communication and reliability
Continually develop expertise in Microsoft Teams, Cisco Webex, and other UC/Cloud technologies

Key Qualifications

1+ year experience in technical support or customer service environment
Strong communication skills in English (French is a strong asset)
General knowledge of network communications protocols
Detail-oriented with strong documentation and ticketing skills
Basic understanding of Microsoft Teams and/or Cisco Webex administration
Willingness to pursue certifications (MS-700, MS-721) within the first 60–90 days (company-sponsored)
Experience with routers, basic provisioning, and hardware/network troubleshooting
Familiarity with UC components such as Call Manager, Unity, IM&P, UCCX, Expressway is an advantage
Strong organizational skills and a proactive, learning-oriented mindset

What We Offer

Company-sponsored certification training (MS-700, MS-721)
Opportunity to grow into higher-level technical roles (Tier 2/3)
Work-from-home setup with flexible tools and strong team collaboration
A chance to work in a fast-growing cloud and Unified Communications environment

To Apply:
Submit your resume and a short cover letter explaining your experience in tech support or customer service and your interest in UC/Cloud technologies.

SKILL REQUIREMENT
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