The Tier 1 IT Helpdesk, or MSP Support Agent provides high-quality customer service and technical support to clients through multiple communication channels, primarily by phone. Serves as the frontline support for IT and High-Speed Internet Access (HSIA) concerns, ensuring timely resolution or escalation of issues while meeting service level agreements (SLAs) and maintaining operational efficiency. Key Responsibilities:Serve as the primary point of contact for incoming support requests via phone, email, chat, and ticketing systems Troubleshoot and resolve basic technical issues related to: Workstations (Windows/Mac) Mobile devices Printers and peripherals Email systems (e.g., Microsoft 365, Google Workspace) Internet connectivity and network-related issues, including: Modems, routers, NICs, and Wi-Fi connectivity LAN/WAN verification and stability (latency, packet loss, traceroute) Head-end/server and gateway availability Network components (switches, WAPs) Verifies in-room or on-site network hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges) Assists with non-PC device connectivity (mobile devices, gaming consoles, PDAs) Supports adding new users/customers and basic service provisioning Log, categorize, and prioritize tickets to meet or exceed SLA response and resolution targets Perform initial diagnostics and provide first-call resolution whenever possible Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams with proper documentation Follow standard operating procedures (SOPs), runbooks, and knowledge base articles Maintain a high level of professionalism and confidentiality when handling client data Assist with user account management (password resets, access provisioning, permissions) Support onboarding and offboarding processes for client users Maintain accurate documentation of issues, resolutions, and client interactions Monitor system alerts and respond to automated notifications as needed Delivering excellent customer service and always maintain a professional demeanor Continuously expand technical knowledge and stay current with MSP tools and best practices RequirementsQualifications:1–2 years of experience in IT support, helpdesk, HSIA support or MSP environment (preferred) High school diploma or equivalent (Associates degree in IT or related field preferred) Strong customer service mindset with the ability to manage multiple tasks simultaneously Ability to follow processes while exercising sound judgment Reliable, punctual, and able to work independently or as part of a team Strong understanding of basic IT concepts, troubleshooting methodologies, and problem-solving skills Basic understanding of: Windows and/or macOS operating systems Active Directory and user account management Networking fundamentals (IP addressing, DNS, DHCP, Wi-Fi) Internet/HSIA troubleshooting Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk) Excellent verbal and written communication skills Ability to clearly speak, read, and understand the English language in a professional environment Ability to manage multiple tasks and prioritize effectively in a fast-paced environment Preferred Qualifications:Experience working in a Managed Service Provider (MSP) and High-speed Internet Access (HSIA) environment Familiarity with: Microsoft 365 administration Remote monitoring and management (RMM) tools Basic cybersecurity practices (MFA, endpoint protection) Relevant certifications (a plus but not required): CompTIA A+ CompTIA Network+ Microsoft Fundamentals certifications (MS-900, AZ-900) ITIL Foundation Key Competencies:Customer-focused mindset Strong troubleshooting and analytical skills Attention to detail and documentation accuracy Ability to follow SOPs and processes Team collaboration and willingness to learn Time management and organizational skills
The Tier 1 IT Helpdesk, or MSP Support Agent provides high-quality customer service and technical support to clients through multiple communication channels, primarily by phone. Serves as the frontline support for IT and High-Speed Internet Access (HSIA) concerns, ensuring timely resolution or escalation of issues while meeting service level agreements (SLAs) and maintaining operational efficiency.
Key Responsibilities:
- Serve as the primary point of contact for incoming support requests via phone, email, chat, and ticketing systems
- Troubleshoot and resolve basic technical issues related to:
- Workstations (Windows/Mac)
- Email systems (e.g., Microsoft 365, Google Workspace)
- Internet connectivity and network-related issues, including:
- Modems, routers, NICs, and Wi-Fi connectivity
- LAN/WAN verification and stability (latency, packet loss, traceroute)
- Head-end/server and gateway availability
- Network components (switches, WAPs)
- Verifies in-room or on-site network hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges)
- Assists with non-PC device connectivity (mobile devices, gaming consoles, PDAs)
- Supports adding new users/customers and basic service provisioning
- Log, categorize, and prioritize tickets to meet or exceed SLA response and resolution targets
- Perform initial diagnostics and provide first-call resolution whenever possible
- Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams with proper documentation
- Follow standard operating procedures (SOPs), runbooks, and knowledge base articles
- Maintain a high level of professionalism and confidentiality when handling client data
- Assist with user account management (password resets, access provisioning, permissions)
- Support onboarding and offboarding processes for client users
- Maintain accurate documentation of issues, resolutions, and client interactions
- Monitor system alerts and respond to automated notifications as needed
- Delivering excellent customer service and always maintain a professional demeanor
- Continuously expand technical knowledge and stay current with MSP tools and best practices
Requirements
Qualifications:
- 1–2 years of experience in IT support, helpdesk, HSIA support or MSP environment (preferred)
- High school diploma or equivalent (Associates degree in IT or related field preferred)
- Strong customer service mindset with the ability to manage multiple tasks simultaneously
- Ability to follow processes while exercising sound judgment
- Reliable, punctual, and able to work independently or as part of a team
- Strong understanding of basic IT concepts, troubleshooting methodologies, and problem-solving skills
- Windows and/or macOS operating systems
- Active Directory and user account management
- Networking fundamentals (IP addressing, DNS, DHCP, Wi-Fi)
- Internet/HSIA troubleshooting
- Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk)
- Excellent verbal and written communication skills
- Ability to clearly speak, read, and understand the English language in a professional environment
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
Preferred Qualifications:
- Experience working in a Managed Service Provider (MSP) and High-speed Internet Access (HSIA) environment
- Microsoft 365 administration
- Remote monitoring and management (RMM) tools
- Basic cybersecurity practices (MFA, endpoint protection)
- Relevant certifications (a plus but not required):
- Microsoft Fundamentals certifications (MS-900, AZ-900)
Key Competencies:
- Strong troubleshooting and analytical skills
- Attention to detail and documentation accuracy
- Ability to follow SOPs and processes
- Team collaboration and willingness to learn
- Time management and organizational skills
CallTek is a leading provider of comprehensive back-office support services, empowering businesses to thrive in today’s dynamic market. With over 20 years of experience and a global workforce of 8,000 professionals; we specialize in offering tailored solutions that drive efficiency, innovation, and growth.
CallTek is a leading provider of comprehensive back-office support services, empowering businesses to thrive in today’s dynamic market. With over 20 years of experience and a global workforce of 8,000 professionals; we specialize in offering tailored solutions that drive efficiency, innovation, and growth.
