Tier 1 MSP Support Agent

Role Overview: 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.

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 Email systems (e.g., Microsoft 365, Google Workspace) 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)

Verifies in-room or on-site network hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges) Assists with non-PC device connectivity (mobile devices, gaming consoles, PDAs)

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.

Deliver excellent customer service and always maintain a professional demeanor.

Continuously expand technical knowledge and stay current with MSP tools and best practices.

Experience Level: 1–2 years of experience in IT support, helpdesk, HSIA support, or MSP environment (preferred).

Language Requirement: Excellent verbal and written communication skills. Ability to clearly speak, read, and understand the English language in a professional environment.

Education Requirement: High school diploma or equivalent. Associate's degree in IT or related field preferred.

Must Have: 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 and user account management Networking fundamentals (IP addressing, DNS, DHCP, Wi-Fi) Internet/HSIA troubleshooting

Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).