Tier 1 IT Helpdesk / MSP Support Agent

About the role

The Tier 1 IT Helpdesk or MSP Support Agent provides first‑level technical assistance to customers, primarily via phone. The role focuses on delivering prompt, accurate, and courteous service while adhering to company standards and client procedures.

Key responsibilities

• Handle inbound and outbound customer calls, answering within two rings.
• Provide basic troubleshooting and technical support following established guidelines.
• Document interactions, steps taken, and resolutions in the ticketing system.
• Escalate unresolved issues to higher‑tier support, client representatives, or vendors as needed.
• De‑escalate challenging situations and maintain high customer satisfaction.
• Ensure compliance with the company’s Code of Conduct, confidentiality policies, and quality standards.

Required profile

• High school diploma or equivalent; college coursework or associate degree preferred.
• Previous experience in customer service, technical support, or a contact‑center environment.
• Excellent verbal and written communication skills in English.
• Strong attention to detail, organizational ability, and capacity to multitask in a fast‑paced setting.

Required skills

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