<p>Managed Services - Tier I Support</p> <p>Location: West Chester, OH (onsite)</p> <p>Employment Type: Full-Time</p> <p>Salary (based on experience): $40,000 - $60,000 annually</p> <p>About KiZAN</p> <p>We make technology personal!</p> <p>KiZAN is an Industry leading Microsoft Professional Services and Managed Services Provider supporting Regional, National and Global clients. We personalize technology by sparking passion, fueling purpose, and building connections.</p> <p>Here at KiZAN, we are one team, we support each other and take the initiative to solve problems. We are fully committed to the direction chosen and always support our Mission. Being a part of KiZAN means that we win together, we create an inclusive atmosphere where everyone feels accepted, a sense of purpose, and we embrace collaboration.</p> <p>Tier I Analysts are the first line of support within KiZAN's Managed Services team. They provide high-quality customer service, resolve common technical issues, and escalate complex problems to higher-tier engineers. This role is foundational to building client trust and ensuring SLA adherence.</p> <p>Key Responsibilities</p> <ul> <li>Serve as the first point of contact for customers via phone, email, and ticketing system. </li><li>Perform initial triage, troubleshooting, and resolution for incidents related to Microsoft 365, Windows OS, and basic networking. </li><li>Accurately document, classify, and escalate unresolved tickets to Tier II engineers or appropriate teams. </li><li>Maintain detailed knowledge base documentation to support first-call resolution. </li><li>Contribute to proactive tasks, including system health checks and user provisioning/deprovisioning. </li><li>Participate in on-call rotation and after-hours support as required. </li></ul> <p>Qualifications & Requirements</p> <ul> <li>High school diploma required; Associate's or Technical degree preferred. </li><li>1-2 years of IT support experience, preferably in a Managed Services or Service Desk environment. </li><li>Fundamental knowledge of Microsoft 365 workloads (Teams, Exchange, SharePoint, OneDrive). </li><li>Understanding of Active Directory user and group management. </li><li>Strong communication, problem-solving, and customer service skills. </li><li>Microsoft certifications (e.g., AZ-900, MS-900, MD-100) preferred but not required. </li></ul> <p>EEO/AA Employer</p> <p>Benefits</p> <p>At KiZAN, we believe our people are our greatest asset. We offer a comprehensive benefits package designed to support your health, financial security, and work-life balance:</p> <ul> <li>Health Insurance: Medical, dental, and vision coverage to keep you and your family well. </li><li>401(k) Retirement Plan: Employer-sponsored plan with company contributions to help you plan for the future. </li><li>Life & Disability Coverage: Company-paid life insurance, short-term, and long-term disability protection. </li><li>Paid Time Off: Generous vacation plus, 8 paid holidays and 1 floating holiday, to recharge and spend time on what matters. </li><li>Professional Development: Opportunities to learn new technologies, certifications, and career growth through Microsoft partnerships. </li><li>Inclusive Culture: A collaborative environment that values diversity, innovation, and teamwork </li></ul>