Department:

Service Desk

Reports To:

Director of Service Operations

Overview:

Panda Technology is seeking a motivated and detail-oriented Level 1 Remote Technician to provide first-line support for our clients.
This is a fully remote position ideal for someone early in their IT career who is eager to grow within a fast-paced managed service provider (MSP) environment.

Responsibilities:

- Diagnose and resolve escalated tickets involving Windows, macOS, and common SaaS platforms
- Manage Azure AD, Microsoft 365, and basic network configurations
- Act as an escalation point for Level 1 technicians, providing guidance and knowledge transfer
- Document resolutions and contribute to the knowledge base
- Perform proactive maintenance and monitoring of client environments

Requirements:

- 1+ years’ experience in IT support or a relevant helpdesk role
- Strong communication skills and customer service mindset
- Familiarity with Windows OS, Office 365, Active Directory and remote support tools
- Ability to follow technical documentation
- Ability to work effectively in a fast-paced environment.
- Reliable internet connection and ability to work independently
- Participate in on-call rotations to provide after-hours support as needed.

Preferred:

- Experience with MSP ticketing platforms (e.g., ConnectWise, Autotask)
- Familiarity with cloud platforms (AWS, Azure, Google Cloud) is a plus.
- CompTIA A+ or similar certification