Tier 1 IT Helpdesk / MSP Support Agent

About the role

The Tier 1 IT Helpdesk / MSP Support Agent provides first‑line technical assistance to clients, handling a wide range of hardware, software and network issues through phone, email, chat and ticketing systems. The role ensures timely resolution or escalation while meeting service level agreements.

Key responsibilities

• Serve as primary contact for incoming support requests via phone, email, chat and ticketing platforms.
• Troubleshoot and resolve basic issues on Windows/macOS workstations, mobile devices, printers, and peripherals.
• Assist with email systems such as Microsoft 365 and Google Workspace.
• Diagnose internet connectivity and network problems, including modems, routers, NICs, Wi‑Fi, LAN/WAN performance and hardware verification.
• Support non‑PC device connectivity (gaming consoles, PDAs) and new user provisioning.
• Log, categorize and prioritize tickets to meet SLA response and resolution targets.
• Escalate complex cases to Tier 2/3 with proper documentation.
• Follow SOPs, runbooks and knowledge‑base articles, maintaining accurate documentation of issues and resolutions.
• Assist with user account management, onboarding and off‑boarding processes.

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 or related field preferred.
• Strong customer‑service mindset and ability to manage multiple tasks.
• Reliable, punctual and able to work independently or within a team.

Required skills

• Windows and macOS operating systems.
• Active Directory and user account management.
• Ticketing systems and IT service management tools.
• Microsoft 365 and Google Workspace.
• Networking fundamentals: IP addressing, DNS, DHCP, Wi‑Fi, LAN/WAN troubleshooting.
• Printer and peripheral troubleshooting.
• Basic hardware verification (modems, routers, switches, WAPs).