About Us: F1-Networks partners with organizations to ensure their IT works seamlessly, securely, and the technology supports their growth. We believe trust and collaboration are at the core of every great partnership. By focusing on tailored solutions and responsive service, we create IT environments that empower teams, foster innovation, and help businesses thrive. Position Overview: Do you thrive on friendly connection and solving problems that matter? Join our Front Line IT (FIT) team, where trust and empathy are at the heart of what we do. You'll be the first point of contact for clients, tackling IT challenges with care and ensuring they feel supported every step of the way. If youre someone who values collaboration, a passion to serve, knows when to take the lead, and isnt afraid to ask for help, this is your chance to make a real difference. This opportunity requires 50% work from home and 50% work from various client locations in the Carlsbad, CA area. Key Responsibilities: Responding to Client Requests Remotely (50%): Incident Management: Address and resolve issues promptly to ensure client satisfaction. Customer Care: Build and maintain positive client relationships through empathetic end-user support and clear, proactive communication. Ticket Management: Accurately track troubleshooting notes, resolution paths, and time spent on tasks to optimize productivity and accurately bill. Queue Monitoring: Keep a vigilant eye on the queue to ensure that no client request goes unanswered. Core Values: Uphold F1NX's core values, setting an example for peers. Responding to Client Needs on Location (50%): Incident Resolution and Triage: Thinking on your feet; identify, prioritize, and address IT incidents to minimize impact on client operations. End-User Asset Management: Manage lifecycle of client hardware and software, ensuring all assets are current and fully functional. End User Training: Educate clients on new technologies and platforms to enhance their IT fluency. On-Site Response: Provide hands-on support as well as remote hands and eyes on behalf of our advanced SOC and NOC teams for complex issues, ensuring client needs are met promptly and efficiently. Show compassion and care: Show empathy and understanding, turning IT support into a positive experience for clients. Required Qualifications: 2+ years of experience working in an IT support role with a focus on technical support either on location or remotely. Strong foundational knowledge in IT systems, standard application support, and demonstratable natural ability to troubleshoot. Knowledge of IT ticketing systems. Excellent problem-solving and communication skills with the ability to work under pressure. Preferred Qualifications: Technology certifications are advantageous, but relevant experience and a proven track record are prioritized. Experience with Microsoft products. Proven experience using IT service management (ITSM), or similar frameworks. recblid ijon21r1wvo8hsbjw1j5i8ncruq393