Tier 1 IT Helpdesk / MSP Support Agent

About the role

The Tier 1 IT Helpdesk / MSP Support Agent delivers high‑quality customer service and technical assistance to clients through phone, email, chat and ticketing platforms. Acting as the first point of contact, the role handles workstation, mobile, printer, email and high‑speed internet access issues while meeting SLA targets.

Key responsibilities

• Receive and log incoming support requests via multiple channels.
• Troubleshoot and resolve basic issues on Windows and macOS workstations, mobile devices, printers and peripherals.
• Support email platforms such as Microsoft 365 and Google Workspace.
• Diagnose internet connectivity problems, including modems, routers, NICs, Wi‑Fi, LAN/WAN performance and network hardware verification.
• Verify on‑site network components (CPE, cabling, xDSL, coax, Wi‑Fi bridges) and assist non‑PC device connectivity.
• Perform user provisioning, password resets and account management.
• Escalate complex cases to Tier 2/3 with proper documentation.
• Follow SOPs, runbooks and knowledge‑base articles while maintaining confidentiality.

Required profile

• 1–2 years of experience in IT support, helpdesk, HSIA or MSP environments (preferred).
• High school diploma or equivalent; associate degree in IT is a plus.
• Strong customer‑service mindset and ability to manage multiple tasks.
• Reliability, punctuality and ability to work independently or within a team.

Required skills

• Windows and macOS operating systems.
• Active Directory user account management.
• Microsoft 365 and Google Workspace.
• Ticketing systems.
• Networking fundamentals: IP addressing, DNS, DHCP, Wi‑Fi.
• LAN/WAN troubleshooting, latency and packet‑loss analysis.
• Modems, routers, NICs, switches and wireless access points.
• Printers, peripherals and mobile device connectivity.