About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT Services and IT Consulting.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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What You’ll Do

This role focuses on delivering fast, professional Level 1 technical support to business customers in a B2B retail environment. You will handle high volumes of inbound support requests, troubleshoot common IT issues, and ensure incidents are logged and resolved or escalated according to SLAs.

• Provide Level 1 technical support via phone, email, and ticketing systems
• Manage back-to-back inbound support calls through your shift
• Log, triage, and track incidents and service requests per SLA
• Troubleshoot hardware, software, network, and access issues (Windows, Office apps, basic networking)
• Escalate complex incidents to appropriate teams and follow through on resolutions
• Use ITIL-based incident, request, and problem management processes
• Maintain accurate documentation of customer interactions and technical steps taken
• Communicate professionally to deliver high customer satisfaction

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Required Qualifications

• 1+ year of experience in a Service Desk, Help Desk, or Technical Support role (B2B support experience preferred)
• Strong verbal and written communication skills
• Familiarity with Windows operating systems and Microsoft Office applications
• Basic networking knowledge (TCP/IP, VPN, DNS troubleshooting)
• Experience using ticketing tools and service management platforms
• Comfortable working in rotational shifts and a high-call-volume environment
• Bachelor’s degree or equivalent experience

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Nice to Have

• ITIL v4 knowledge or certification
• Experience supporting retail customers or point-of-sale environments
• Prior experience in high-volume contact centers
• Additional certifications in Microsoft technologies or networking

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Compensation & Location

This position is based onsite in Atlanta, GA. The base compensation range for this role in the posted location is: $29,973 to $69,014 per year. Final compensation will be determined based on experience, skills, and location-specific factors.

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Why Apply via Careertakes

Careertakes is a third-party recruiting platform that can connect you to this direct-hire opportunity with our Confidential Client and to additional roles that match your background. We follow best practices used by third-party recruiters to present clear role expectations and a transparent hiring process.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.