We are looking for an MSP Service Desk & Support who is responsible for providing first- and second-level technical support to MSP clients across multiple environments. This role acts as the primary point of contact for client IT issues, ensuring incidents and service requests are resolved efficiently, professionally, and in accordance with SLAs.
The ideal candidate is customer-focused, technically competent, and comfortable supporting multiple clients, systems, and priorities in a fast-paced MSP environment.
Client Support & Service Desk Operations
- Serve as the first point of contact for client support requests via ticketing system, phone, and email
- Troubleshoot and resolve Tier 1 and Tier 2 technical issues in a timely manner
- Escalate complex issues to senior engineers or specialized teams when required
- Document all troubleshooting steps, resolutions, and client communications in the PSA/ticketing system
- Maintain high levels of customer satisfaction and professionalism
Technical Support
- Support Windows and macOS workstations
- Troubleshoot hardware, software, and peripheral issues
- Manage user accounts, permissions, and security groups (Active Directory / Azure AD)
- Provide Microsoft 365 support (Exchange, Teams, OneDrive, SharePoint)
- Perform basic network troubleshooting (DNS, DHCP, VPN, Wi-Fi)
- Support RMM tools, endpoint security, and patching systems
- Assist with onboarding/offboarding users and device provisioning
MSP Processes & Best Practices
- Follow ITIL-aligned incident, problem, and change management processes
- Meet or exceed SLA and response time requirements
- Identify recurring issues and recommend improvements
- Participate in knowledge base creation and maintenance
- Follow security best practices and MSP standards
Required Skills & Qualifications
- 3+ years of IT support experience (MSP experience strongly preferred)
- Strong knowledge of Windows OS and basic networking concepts
- Experience with Microsoft 365 administration
- Familiarity with ticketing/PSA systems (e.g., ConnectWise, Autotask, HaloPSA, Zendesk)
- Experience using RMM tools (e.g., NinjaOne, Datto, N-able, ConnectWise Automate)
- Understanding of endpoint security tools and MFA concepts
Soft Skills
- Excellent communication and customer service skills
- Strong troubleshooting and analytical abilities
- Ability to manage multiple tickets and priorities simultaneously
- Comfortable working in a fast-paced, client-facing environment
- Professional demeanor and positive attitude
Preferred Qualifications
- MSP experience supporting multiple clients and environments
- ITIL Foundation certification
- CompTIA A+, Network+, or Microsoft certifications
- Experience with Azure AD, Intune, or basic cloud administration
- Familiarity with VoIP systems and SaaS applications
Performance Metrics
- SLA compliance and response times
- Ticket resolution quality and documentation
- Client satisfaction scores
- Adherence to MSP processes and security standards
