Ability to work both independently and as part of a team.
Effective time management and task prioritization skills.
Basic knowledge of Windows and macOS operating systems and common business applications and tools.
Requirements:
Provide professional and courteous support to clients via phone, email, and remote tools.
Accurately create and update service tickets with all required details.
Perform basic troubleshooting, including rebooting devices, identifying and isolating issues, and conducting initial research for problem resolution.
Escalate unresolved or complex issues to Tier 2 support as needed.
Job description
This is a remote position.
SUMMARY
We are seeking a motivated and detail-oriented MSP Service Desk Technician (Tier 1) to provide first-level technical support to clients. This role is responsible for handling incoming service requests, performing basic troubleshooting, documenting issues, and escalating more complex problems as needed. The ideal candidate is customer-focused, organized, and capable of managing multiple tasks in a fast-paced environment.
JOB RESPONSIBILITIES
Provide professional and courteous support to clients via phone, email, and remote tools.
Accurately create and update service tickets with all required details.
Perform basic troubleshooting, including rebooting devices, identifying and isolating issues, and conducting initial research for problem resolution.
Reset user passwords (local and domain environments).
Install and configure software such as Microsoft Office, QuickBooks, printer drivers, Adobe Reader, and similar applications.
Configure and support email clients (e.g., Outlook, Apple Mail).
Provide remote support by securely accessing client systems when necessary.
Document solutions and contribute to knowledge base (KB) articles.
Follow established processes, procedures, and documentation standards.
Escalate unresolved or complex issues to Tier 2 support as needed.
Collaborate with team members to resolve client issues efficiently.
QUALIFICATIONS
Strong verbal and written communication skills.
Ability to work both independently and as part of a team.
Effective time management and task prioritization skills.
Ability to follow written and verbal instructions accurately.
Strong documentation and organizational skills.
Basic knowledge of Windows and macOS operating systems and common business applications and tools.
Familiarity with ticketing systems and remote support tools is a plus.
NICE TO HAVE
Previous experience in a help desk, IT support, or MSP environment.
Basic understanding of networking concepts.
Experience supporting small- to medium-sized business environments.
JOB REQUIREMENTS
Should be willing to accept a long-term work-from-home arrangement.
Should be amenable to a permanent night shift schedule.
