8184 IT Helpdesk Tier 1 MSP Support Agent

We are looking for a Tier 1 IT Helpdesk / MSP Support Agent to provide excellent customer service and frontline technical support in a fast-paced IT environment. The ideal candidate will troubleshoot hardware software network and High-Speed Internet Access (HSIA) issues ensuring timely resolution accurate documentation and compliance with service level agreements (SLAs).

• 12 years of experience in IT Helpdesk Technical Support HSIA or MSP environments (preferred).
  

• High school diploma or equivalent; an Associates degree in IT or a related field is preferred.
  

• Basic knowledge of Windows macOS Active Directory and user account management.
  

• Understanding of networking fundamentals: TCP/IP DNS DHCP Wi-Fi LAN/WAN and internet troubleshooting.
  

• Experience using ticketing platforms such as ConnectWise ServiceNow Zendesk or similar tools.
  

• Strong troubleshooting analytical problem-solving and documentation skills.
  

• Strong professional English communication skills both verbal and written with the ability to handle customer calls effectively.
  

• Excellent customer service multitasking time management and prioritization skills.
  

• Ability to follow established procedures work independently or collaboratively and maintain reliability and punctuality.
  

• Previous experience in Managed Service Providers (MSP) or High-Speed Internet Access (HSIA) support.
  

• Familiarity with Microsoft 365 administration and Remote Monitoring and Management (RMM) tools.
  

• Basic cybersecurity knowledge including MFA and endpoint protection.
  

• Certifications such as CompTIA A Network MS-900 AZ-900 or ITIL Foundation (a plus not mandatory).
  

• Fast-paced customer-focused IT support environment.
  

• Potential shift-based schedules or on-call rotations.
  

• Initially office-based with the possibility of transitioning to remote or hybrid work based on performance qualifications and management approval.
  
  
  

• Provide first-level technical support via phone (primary channel) email chat and ticketing systems.
  

• Troubleshoot Windows/macOS workstations mobile devices printers peripherals and email platforms (Microsoft 365 and Google Workspace).
  

• Diagnose internet and network connectivity issues involving routers modems Wi-Fi switches wireless access points (WAPs) and network interface cards (NICs).
  

• Perform basic LAN/WAN diagnostics including IP connectivity latency packet loss traceroute and server/gateway availability.
  

• Verify on-site network equipment including CPE cabling xDSL coax and Wi-Fi bridges.
  

• Assist with connectivity for non-PC devices including smartphones and gaming consoles.
  

• Support user account administration password resets permissions service provisioning onboarding and offboarding.
  

• Create categorize prioritize and document support tickets ensuring SLA compliance and first-call resolution whenever possible.
  

• Escalate complex incidents to Tier 2/Tier 3 teams with complete technical documentation.
  

• Follow SOPs runbooks and knowledge base procedures while maintaining client confidentiality.
  

• Monitor system alerts respond to notifications and continuously improve technical knowledge and customer service quality.