Tier 1 Technical Support Specialist

Company Description

917 Solutions helps businesses turn technology into secure, efficient, and reliable tools for growth. We specialize in Microsoft 365, cybersecurity, and operational IT support, partnering with small to mid-sized businesses, MSPs, and professional service firms.

We focus on long-term partnerships, security-first operations, and high standards of accountability, communication, and follow-through.

Role Description

This is a full-time, remote position for a Tier 1 Technical Support Specialist. You will serve as the first line of support for client requests, responsible for triaging issues, resolving common technical problems, and escalating appropriately when needed.

This role requires strong communication skills, attention to detail, and the ability to work independently in a fast-paced support environment. You will follow documented procedures, maintain accurate ticket documentation, and take ownership of issues through resolution.

This position includes participation in a rotating after-hours/on-call support schedule. This role is not strictly 9–5 and requires flexibility to support client needs.

We provide clear pathways for advancement and career growth within the company, and you will be supported with documented processes, mentoring, and opportunities to expand your technical and professional skills.

Key Responsibilities

• Provide Tier 1 technical support via ticketing system and remote tools
• Troubleshoot common IT issues (workstations, Microsoft 365, user access, devices)
• Follow SOPs and escalation procedures consistently
• Document troubleshooting steps and resolutions clearly
• Communicate professionally with clients and internal teams
• Manage multiple tickets while meeting response and resolution expectations
• Participate in rotating after-hours/on-call support

Qualifications

Required

• 1+ year of experience in an IT support or help desk role
• Strong troubleshooting and problem-solving skills
• Clear written and verbal communication skills
• Ability to manage priorities in a remote environment
• High level of reliability, accountability, and follow-through

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Preferred

• Experience supporting Microsoft 365, Servers, Networks
• Familiarity with basic cybersecurity concepts (MFA, access control, endpoint basics)
• Experience working from SOPs or structured processes
• CompTIA A+, Microsoft Fundamentals, or similar certifications

Compensation & Benefits

• Hourly pay range: $18–$30 per hour, based on experience and skill level
• Healthcare benefits
• Bonus opportunities based on performance and company results
• Opportunities for skill development and advancement
• Clear career advancement paths with defined expectations and opportunities for growth
• Fully remote team with distributed team members across the U.S.