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
- Delivering excellent customer service and always maintain a professional demeanor
- Continuously expand technical knowledge and stay current with MSP tools and best practices
Requirements
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:
- 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)
- 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:
- Microsoft 365 administration
- Remote monitoring and management (RMM) tools
- Basic cybersecurity practices (MFA, endpoint protection)
- Relevant certifications (a plus but not required):
- CompTIA A+
- CompTIA Network+
- Microsoft Fundamentals certifications (MS-900, AZ-900)
- ITIL Foundation
Key Competencies:
- Customer-focused mindset
- Strong troubleshooting and analytical skills
- Attention to detail and documentation accuracy
- Ability to follow SOPs and processes
- Team collaboration and willingness to learn
- Time management and organizational skills