Tier 1 IT Helpdesk / MSP Support Agent

About the role

The Tier 1 IT Helpdesk or MSP Support Agent provides first‑level technical assistance and high‑quality customer service, primarily via inbound and outbound phone calls. The role focuses on timely, accurate issue resolution while adhering to company standards.

Key responsibilities

• Handle inbound and outbound customer calls professionally, answering within two rings.
• Provide accurate troubleshooting and first‑level technical support following client guidelines.
• Document interactions, steps taken, and resolutions in the ticketing system.
• Assess issues, de‑escalate when possible, and escalate unresolved cases to higher‑tier support or vendors.
• Meet quality assurance, productivity, and customer satisfaction targets.
• Maintain confidentiality and stay updated on client procedures and product knowledge.

Required profile

• 2–3 years experience in customer service, technical support, or a contact‑center environment.
• High school diploma or equivalent.
• Excellent verbal and written English communication skills.
• Strong customer‑service orientation and problem‑solving abilities.

Required skills

• Basic technical troubleshooting.
• Proficiency with Microsoft Office.
• Familiarity with ticketing systems.