Tier 1 IT Helpdesk / MSP Support Agent

About the role

The Tier 1 IT Helpdesk (also called MSP Support Agent) provides first‑line technical assistance to clients, primarily via phone, email, chat and ticketing systems. You will resolve basic workstation, network and connectivity issues while ensuring service level agreements are met.

Key responsibilities

• Serve as the primary point of contact for incoming support requests across multiple channels.
• Troubleshoot and resolve issues on Windows and 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 latency, packet loss and traceroute.
• Verify on‑site network hardware (CPE, cabling, xDSL, coax, Wi‑Fi bridges) and support non‑PC devices.
• Log, categorize and prioritize tickets to meet SLA targets and provide first‑call resolution when possible.
• Escalate complex cases to Tier 2/3 with proper documentation.
• Follow SOPs, runbooks and knowledge‑base articles while maintaining confidentiality.
• Support user account management, onboarding and off‑boarding processes.

Required profile

• 1–2 years of experience in IT support, helpdesk, HSIA or MSP environments.
• High school diploma (associate degree in IT preferred).
• Strong customer‑service mindset and ability to manage multiple tasks.
• Reliable, punctual and capable of working independently or in a team.

Required skills

• Windows and macOS operating systems
• Active Directory user account management
• Microsoft 365 and Google Workspace
• Networking fundamentals: IP addressing, DNS, DHCP, Wi‑Fi
• LAN/WAN troubleshooting, latency, packet loss, traceroute
• Modems, routers, NICs, switches, wireless access points (WAPs)
• CPE, xDSL, coax, Wi‑Fi bridges, cabling
• Ticketing systems