Tier 1 IT Helpdesk or MSP Support Agent

Key Responsibilities

• 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 workstations (Windows/Mac), mobile devices, printers, and peripherals.
• Support email systems (e.g., Microsoft 365, Google Workspace).
• Troubleshoot internet connectivity and network-related issues, including modems, routers, NICs, Wi-Fi connectivity, LAN/WAN verification and stability (latency, packet loss, traceroute), head-end/server and gateway availability, and network components (switches, WAPs).
• Verify in-room or on-site network hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges).
• Assist with non-PC device connectivity (mobile devices, gaming consoles, PDAs).
• Support 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.
• Deliver excellent customer service and maintain a professional demeanor at all times.
• Continuously expand technical knowledge and stay current with MSP tools and best practices.

Required Qualifications & Experience

• 1–2 years of experience in IT support, helpdesk, HSIA support, or an MSP environment (preferred).
• High school diploma or equivalent; Associate's degree, Diploma, or BA/BSc/HND in IT or a related field is 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 Windows and/or macOS operating systems, Active Directory, user account management, and networking fundamentals (IP addressing, DNS, DHCP, Wi-Fi).
• Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
• Excellent verbal and written English communication skills.
• 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 Microsoft 365 administration, Remote Monitoring and Management (RMM) tools, and basic cybersecurity practices (MFA, endpoint protection).
• Relevant certifications are a plus (but not required): CompTIA A+, CompTIA Network+, Microsoft Fundamentals (MS-900, AZ-900), ITIL Foundation.