Helpdesk Tier 1

Tier 1 Support (MSP Experience Required)

About the Role

We are looking for a customer-focused Tier 1 Support to join our growing team. This is a frontline support role responsible for providing first-level technical assistance to end users, resolving common IT issues, and ensuring an outstanding customer experience.

Previous experience working in a Managed Service Provider (MSP) environment is required. The ideal candidate is comfortable supporting multiple clients, working within SLAs, managing a high volume of tickets, and delivering timely resolutions in a fast-paced MSP setting.

Key Responsibilities

• Serve as the first point of contact for end-user technical support via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve Tier 1 issues related to Windows operating systems, Microsoft 365, Active Directory, printers, hardware, software, and basic networking.
• Log, prioritize, update, and resolve support tickets while meeting established service level agreements (SLAs).
• Perform user account administration, including password resets, account creation, access management, and Microsoft 365 user administration.
• Assist with workstation deployments, software installations, hardware configuration, and peripheral setup.
• Troubleshoot VPN, remote access, and connectivity issues.
• Escalate unresolved or complex issues to Tier 2 or Tier 3 engineers with complete documentation.
• Maintain accurate documentation of troubleshooting steps, resolutions, and customer interactions.
• Contribute to internal knowledge base documentation and process improvements.
• Deliver exceptional customer service while maintaining professionalism and clear communication.

Required Qualifications

• Previous experience working for a Managed Service Provider (MSP) is required.
• 1–3 years of experience in a Tier 1 Help Desk, Service Desk, or IT Support role.
• Experience supporting multiple clients in an MSP environment.
• Strong working knowledge of:
  • Windows 10/11
  • Microsoft 365 (Outlook, Exchange Online, Teams, OneDrive)
  • Active Directory and Microsoft Entra ID (Azure AD)
  • Basic networking concepts (TCP/IP, DNS, DHCP, VPN)
  • Remote desktop and remote support tools
• Experience using PSA/ticketing systems such as ConnectWise Manage, Autotask, HaloPSA, or similar platforms.
• Excellent troubleshooting, problem-solving, and organizational skills.
• Strong verbal and written English communication skills.
• Ability to manage multiple priorities while maintaining a high level of customer service.

Preferred Qualifications

• Experience with RMM platforms such as ConnectWise Automate, NinjaOne, Datto RMM, Kaseya, or N-able.
• Experience supporting Microsoft Intune and Windows Autopilot.
• Basic knowledge of Microsoft Azure and cloud technologies.
• Familiarity with endpoint security solutions and cybersecurity best practices.
• CompTIA A+, Network+, Microsoft Fundamentals, or other relevant certifications are a plus.

What We're Looking For

• Strong customer service skills with a professional and friendly approach.
• Ability to work efficiently in a fast-paced MSP environment.
• Strong attention to detail and excellent time management skills.
• A proactive, dependable team player who takes ownership of assigned tasks.
• A willingness to learn, adapt, and grow in a collaborative technical environment.