Job description: The Tier 1 IT Helpdesk, or MSP Support Agent provides high-quality customer service and technical support to clients through multiple communication channels, primarily by phone. Serves as the frontline support for IT and High-Speed Internet Access (HSIA) concerns, ensuring timely resolution or escalation of issues while meeting service level agreements (SLAs) and maintaining operational efficiency. Responsabilities: • Serve as the primary point of contact for incoming support requests via phone, email, chat, and ticketing systems • Troubleshoot and resolve basic technical issues related to: o Workstations (Windows/Mac) o Mobile devices o Printers and peripherals o Email systems (e.g., Microsoft 365, Google Workspace) o Internet connectivity and network-related issues, including: Modems, routers, NICs, and Wi-Fi connectivity LAN/WAN verification and stability (latency, packet loss, traceroute) Head-end/server and gateway availability Network components (switches, WAPs) o Verifies in-room or on-site network hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges) o Assists with non-PC device connectivity (mobile devices, gaming consoles, PDAs) o Supports adding new users/customers and basic service provisioning • Log, categorize, and prioritize tickets to meet or exceed SLA response and resolution targets • Perform initial diagnostics and provide first-call resolution whenever possible • Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams with proper documentation • Follow standard operating procedures (SOPs), runbooks, and knowledge base articles • Maintain a high level of professionalism and confidentiality when handling client data • Assist with user account management (password resets, access provisioning, permissions) • Support onboarding and offboarding processes for client users • Maintain accurate documentation of issues, resolutions, and client interactions • Monitor system alerts and respond to automated notifications as needed • Delivering excellent customer service and always maintain a professional demeanor • Continuously expand technical knowledge and stay current with MSP tools and best practices Skills and qualifications - Hard and soft skills: Required Qualifications: • 1–2 years of experience in IT support, helpdesk, HSIA support or MSP environment (preferred) • High school diploma or equivalent (Associates degree in IT or related field preferred) • Strong customer service mindset with the ability to manage multiple tasks simultaneously • Ability to follow processes while exercising sound judgment • Reliable, punctual, and able to work independently or as part of a team • Strong understanding of basic IT concepts, troubleshooting methodologies, and problem-solving skills • Basic understanding of: o Windows and/or macOS operating systems o Active Directory and user account management o Networking fundamentals (IP addressing, DNS, DHCP, Wi-Fi) o Internet/HSIA troubleshooting • Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk) • Excellent verbal and written communication skills • Ability to clearly speak, read, and understand the English language in a professional environment • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment Preferred Qualifications: • Experience working in a Managed Service Provider (MSP) and High-speed Internet Access (HSIA) environment • Familiarity with: o Microsoft 365 administration o Remote monitoring and management (RMM) tools o Basic cybersecurity practices (MFA, endpoint protection) • Relevant certifications (a plus but not required): o CompTIA A+ o CompTIA Network+ o Microsoft Fundamentals certifications (MS-900, AZ-900) o ITIL Foundation
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