IT Helpdesk Tier 1 / MSP Support Agent

About the role

We are seeking a Tier 1 IT Helpdesk / MSP Support Agent to deliver frontline technical support and excellent customer service in a fast‑paced IT environment.

Key responsibilities

• Provide first‑level support via phone, email, chat and ticketing systems.
• Troubleshoot Windows/macOS workstations, mobile devices, printers, peripherals and email platforms (Microsoft 365, Google Workspace).
• Diagnose internet and network connectivity issues, including routers, modems, Wi‑Fi, switches, WAPs and NICs.
• Perform basic LAN/WAN diagnostics such as IP connectivity, latency, packet loss and traceroute.
• Verify on‑site network equipment (CPE, cabling, xDSL, coax, Wi‑Fi bridges) and assist non‑PC devices.
• Support user account administration, password resets, permissions and onboarding/offboarding.
• Create, categorize, prioritize and document tickets to meet SLA targets and achieve first‑call resolution.
• Escalate complex incidents to Tier 2/3 with complete documentation.

Required profile

• 1–2 years of experience in IT Helpdesk, Technical Support, HSIA or MSP environments.
• High school diploma or equivalent; Associate’s degree in IT preferred.
• Strong analytical, problem‑solving and documentation skills.
• Professional English communication, both verbal and written.
• Ability to work independently or collaboratively, follow procedures and maintain punctuality.

Required skills

• Basic knowledge of Windows, macOS and Active Directory.
• Understanding of networking fundamentals: TCP/IP, DNS, DHCP, Wi‑Fi, LAN/WAN.
• Experience with ticketing platforms such as ConnectWise, ServiceNow or Zendesk.
• Familiarity with Microsoft 365 administration and Remote Monitoring and Management (RMM) tools.
• Basic cybersecurity knowledge, including MFA and endpoint protection.
• Certifications (optional): CompTIA A+, Network+, MS‑900, AZ‑900, ITIL Foundation.