What are the responsibilities and job description for the Tier 1 Technician - ( Desktop Support / Technical Support / Windows technician / IT Support / Deskside support ) position at Svam International, Inc.?
Job Details
Job Title: Tier 1 Technician
Location: Great Neck, NY (Remote/On-site/Hybrid)
Job Type: Full-time
About SVAM International:
SVAM International is a leading Managed Service Provider (MSP) specializing in IT solutions for businesses in regulated industries, including healthcare, finance, legal, and government sectors. We ensure compliance, security, and efficiency for clients who require strict adherence to HIPAA, PCI-DSS, CMMC, NIST, and other industry standards. Our team is committed to delivering cutting-edge IT solutions, cybersecurity, and proactive support to ensure our clients' success.
Position Overview:
We are seeking an experienced Tier 1 Technician to join our dynamic MSP team. You ll serve as the first point of contact for technical issues, supporting multiple clients across diverse environments. This role is ideal for a detail-oriented professional with prior MSP experience, strong troubleshooting skills, and a passion for delivering exceptional service in a compliance-driven environment.
As an Experienced Tier 1 Technician at SVAM International, you will be the first line of technical support for our clients, providing high-quality assistance in a fast-paced, compliance-driven environment. Your responsibilities will include troubleshooting, resolving IT issues, maintaining security protocols, and ensuring regulatory compliance for our clients. The ideal candidate has prior experience in an MSP environment, strong technical skills, and a customer-first mindset.
Key Responsibilities:
- Provide remote and on-site IT support for clients in regulated industries.
- Respond to and resolve Tier 1 support tickets with a focus on speed, accuracy, and client satisfaction.
- Troubleshoot and resolve issues related to hardware, software, networking, and cloud platforms.
- Support users on Microsoft 365, Google Workspace, Windows, macOS, and cloud-based systems.
- Perform basic administration in Active Directory (AD) and Azure AD, including user setup and permissions.
- Configure workstations, peripherals, printers, and mobile devices.
- Provide support for VPN, VoIP, firewalls, and networking hardware with attention to compliance.
- Collaborate with security teams to maintain MFA, endpoint protection, and encryption policies.
- Assist with software patching, updates, and vulnerability remediation.
- Document issues and solutions thoroughly in ticketing and knowledge base systems.
- Escalate unresolved issues to Tier 2/3 support as needed.
- Educate end users on cybersecurity best practices and compliance requirements.
- Participate in audits, remediation, and other compliance-related activities.
Required Qualifications
- Experience: 2 4 years in an MSP or multi-client support environment.
- Technical Proficiency In:
- Windows OS, macOS, and basic Linux troubleshooting
- Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
- Networking fundamentals (IP, DNS, DHCP, VPN, VLANs, firewalls)
- Active Directory, Azure AD, and Group Policy
- Remote Monitoring and Management (RMM) tools
- Soft Skills:
- Strong communication and documentation skills
- Proactive, detail-oriented, and customer-focused
- Ability to multitask and adapt in a fast-paced environment
- Clear understanding of compliance and cybersecurity principles
Preferred Qualifications (Not required, but a strong plus)
- Certifications:
- CompTIA A , Network , Security
- Microsoft (MS-900, AZ-104, MCP)
- Tools & Skills:
- PSA platforms (ConnectWise, Autotask, Halo)
- Backup and Disaster Recovery (BDR) systems
- PowerShell scripting for automation
- Familiarity with SIEM, EDR, or XDR tools (e.g., SentinelOne, Defender, CrowdStrike)
- Experience working within HIPAA, PCI-DSS, CMMC, or NIST frameworks