Tier 1 IT Helpdesk / MSP Support Agent

We’re looking for a customer-focused Tier 1 IT Helpdesk Support Agent to join our team! If you’re passionate about technology, problem-solving, and delivering exceptional client support, this role is for you.

As the frontline of IT support, you’ll provide high-quality technical assistance and customer service across multiple channels, primarily phone, but also email, chat, and ticketing systems. You’ll troubleshoot issues, support connectivity concerns, and ensure clients stay productive with minimal downtime.

• 1–2 years in IT Support / Helpdesk / MSP / HSIA (preferred)
  
• Strong understanding of:
  
  • Windows/macOS
    
  • Networking basics (IP, DNS, DHCP, Wi-Fi)
    
  • Active Directory & user management
    
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, ConnectWise)
  
• Excellent communication skills (written & verbal)
  
• Ability to multitask and work in a fast-paced environment
  
• Strong problem-solving and troubleshooting skills
  

• Serve as the first point of contact for IT and HSIA support requests
  
• Troubleshoot and resolve issues related to:
  
  • Windows & macOS workstations
    
  • Mobile devices & peripherals
    
  • Microsoft 365 / Google Workspace
    
  • Network & Internet connectivity (Wi-Fi, routers, LAN/WAN)
    
• Perform first-call resolution or escalate effectively to Tier 2/3
  
• Log and manage tickets in line with SLAs
  
• Support user account management (password resets, access, onboarding/offboarding)
  
• Monitor system alerts and respond to incidents
  
• Maintain clear, accurate documentation of all client interactions
  
• Deliver exceptional customer service at all times