8184 - IT Helpdesk Tier 1 / MSP Support Agent

We are looking for a Tier 1 IT Helpdesk / MSP Support Agent to provide excellent customer service and frontline technical support in a fast-paced IT environment. The ideal candidate will troubleshoot hardware, software, network, and High-Speed Internet Access (HSIA) issues, ensuring timely resolution, accurate documentation, and compliance with service level agreements (SLAs).

Requisitos

• 1–2 years of experience in IT Helpdesk, Technical Support, HSIA, or MSP environments (preferred).
  

• High school diploma or equivalent; an Associate's degree in IT or a related field is preferred.
  

• Basic knowledge of Windows, macOS, Active Directory, and user account management.
  

• Understanding of networking fundamentals: TCP/IP, DNS, DHCP, Wi-Fi, LAN/WAN, and internet troubleshooting.
  

• Experience using ticketing platforms such as ConnectWise, ServiceNow, Zendesk, or similar tools.
  

• Strong troubleshooting, analytical, problem-solving, and documentation skills.
  

• Strong professional English communication skills, both verbal and written, with the ability to handle customer calls effectively.
  

• Excellent customer service, multitasking, time management, and prioritization skills.
  

• Ability to follow established procedures, work independently or collaboratively, and maintain reliability and punctuality.
  

Preferred Qualifications

• Previous experience in Managed Service Providers (MSP) or High-Speed Internet Access (HSIA) support.
  

• Familiarity with Microsoft 365 administration and Remote Monitoring and Management (RMM) tools.
  

• Basic cybersecurity knowledge, including MFA and endpoint protection.
  

• Certifications such as CompTIA A+, Network+, MS-900, AZ-900, or ITIL Foundation (a plus, not mandatory).
  

Work Environment

• Fast-paced, customer-focused IT support environment.
  

• Potential shift-based schedules or on-call rotations.
  

• Initially office-based, with the possibility of transitioning to remote or hybrid work based on performance, qualifications, and management approval.
  
  
  

Key Responsibilities

• Provide first-level technical support via phone (primary channel), email, chat, and ticketing systems.
  

• Troubleshoot Windows/macOS workstations, mobile devices, printers, peripherals, and email platforms (Microsoft 365 and Google Workspace).
  

• Diagnose internet and network connectivity issues involving routers, modems, Wi-Fi, switches, wireless access points (WAPs), and network interface cards (NICs).
  

• Perform basic LAN/WAN diagnostics, including IP connectivity, latency, packet loss, traceroute, and server/gateway availability.
  

• Verify on-site network equipment, including CPE, cabling, xDSL, coax, and Wi-Fi bridges.
  

• Assist with connectivity for non-PC devices, including smartphones and gaming consoles.
  

• Support user account administration, password resets, permissions, service provisioning, onboarding, and offboarding.
  

• Create, categorize, prioritize, and document support tickets, ensuring SLA compliance and first-call resolution whenever possible.
  

• Escalate complex incidents to Tier 2/Tier 3 teams with complete technical documentation.
  

• Follow SOPs, runbooks, and knowledge base procedures while maintaining client confidentiality.
  

• Monitor system alerts, respond to notifications, and continuously improve technical knowledge and customer service quality.