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 to clients, primarily via phone. Working onsite in San Pedro Sula, you will ensure timely, accurate resolutions 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, troubleshooting steps, and resolutions in the ticketing system.
• Assess issues, de‑escalate when possible, and forward unresolved cases to higher‑tier support or vendors.
• Maintain compliance with the company’s Code of Conduct, operational policies, and confidentiality requirements.

Required profile

• 2–3 years of experience in customer service, technical support, or a contact‑center environment.
• High school diploma or equivalent.
• Excellent verbal and written English communication.
• Strong customer‑service orientation, problem‑solving ability, and attention to detail.
• Ability to multitask in a fast‑paced environment.

Required skills

• Microsoft Office proficiency.
• Experience with ticketing systems.