Job Description
Job Title: Tier 1 IT Helpdesk / MSP Support Agent Summary: • Provide high-quality technical support and customer service primarily via phone, email, chat, and ticketing systems. • Serve as the first point of contact for IT and High-Speed Internet Access (HSIA) issues, ensuring timely resolution or proper escalation while meeting SLAs and maintaining operational efficiency. Key Responsibilities: • Serve as the primary point of contact for support requests via phone, email, chat, and ticketing systems • Troubleshoot and resolve basic technical issues related to: • Workstations (Windows, macOS) • Mobile devices • Printers and peripherals • Email systems (Microsoft 365, Google Workspace) • Diagnose and resolve network and internet connectivity issues, including: • Modems, routers, NICs, and Wi-Fi connectivity • LAN/WAN performance (latency, packet loss, traceroute) • Gateway/server availability • Network infrastructure (switches, WAPs) • Verify on-site and i...