Managed Services- Tier I

This range is provided by KiZAN Technologies. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$40,000.00/hr - $60,000.00/hr

Location:

Louisville, KY (onsite)

Employment Type:

Full-Time

Salary (based on experience): $40,000 - $60,000 annually

About KiZAN

We make technology personal! 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. 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.

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.

• Serve as the first point of contact for customers via phone, email, and ticketing system.
• Perform initial triage, troubleshooting, and resolution for incidents related to Microsoft 365, Windows OS, and basic networking.
• Accurately document, classify, and escalated unresolved tickets to Tier II engineers or appropriate teams.
• Maintain detailed knowledge base documentation to support first‑call resolution.
• Contribute to proactive tasks, including system health checks and user provisioning/deprovisioning.
• Participate in on‑call rotation and after‑hours support as required.

• Must be available to work fully on‑site, 8am‑5pm, Monday through Friday.
• High school diploma required;
  Associate’s or Technical degree preferred.
• 1–2 years of IT support experience, preferably in a Managed Services or Service Desk environment.
• Fundamental knowledge of Microsoft 365 workloads (Teams, Exchange, SharePoint, One Drive).
• Understanding of Active Directory user and group management.
• Strong communication, problem‑solving, and customer service skills.
• Microsoft certifications (e.g., AZ‑900, MS‑900, MD‑100) preferred but not required.

EEO/AA Employer

• Health Insurance:
  Medical, dental, and vision coverage.
• 401(k) Retirement Plan.
• Life & Disability Coverage.
• Paid Time Off:
  Generous vacation, 8 paid holidays, & 1 floating holiday.
• Professional Development:
  Opportunities to learn new technologies, certifications.
• Inclusive Culture:
  Collaborative environment values diversity, innovation, and teamwork.