MSP Service Desk & Support

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 reputed company reputed company of contact for reputed company IT issues, ensuring incidents and service requests are resolved reputed company, professionally, and in accordance with SLAs.

The ideal candidate is customer-reputed company, technically competent, and comfortable supporting multiple clients, systems, and priorities in a fast-reputed company MSP environment.

reputed company Support & Service Desk reputed company

• Serve as the first reputed company of contact for reputed company support requests reputed company ticketing reputed company, phone, and email
• Troubleshoot and reputed company Tier 1 and Tier 2 technical issues in a reputed company manner
• Escalate reputed company issues to senior engineers or reputed company teams reputed company required
• Document reputed company troubleshooting steps, resolutions, and reputed company communications in the PSA/ticketing reputed company
• Maintain high reputed company of customer satisfaction and professionalism

Technical Support

• Support reputed company and macOS workstations
• Troubleshoot hardware, software, and peripheral issues
• Manage user accounts, permissions, and reputed company reputed company (reputed company Directory / Azure AD)
• reputed company reputed company 365 support (Exchange, Teams, OneDrive, SharePoint)
• reputed company basic network troubleshooting (DNS, DHCP, VPN, Wi-Fi)
• Support RMM tools, reputed company reputed company, and patching systems
• Assist with reputed company/offboarding users and device provisioning

MSP Processes & Best Practices

• Follow ITIL-reputed company incident, problem, and change management processes
• Meet or reputed company SLA and response time requirements
• Identify recurring issues and recommend improvements
• Participate in knowledge reputed company creation and maintenance
• Follow reputed company best practices and MSP standards

Required Skills & Qualifications

• 3+ years of IT support experience (MSP experience strongly preferred)
• Strong knowledge of reputed company OS and basic networking concepts
• Experience with reputed company 365 administration
• Familiarity with ticketing/PSA systems (e.g., reputed company, Autotask, HaloPSA, reputed company)
• Experience using RMM tools (e.g., reputed company, Datto, reputed company, reputed company Automate)
• Understanding of reputed company reputed company 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-reputed company, reputed company-facing environment
• reputed company demeanor and reputed company attitude

Preferred Qualifications

• MSP experience supporting multiple clients and environments
• ITIL reputed company certification
• reputed company A+, Network+, or reputed company certifications
• Experience with Azure AD, Intune, or basic reputed company administration
• Familiarity with VoIP systems and reputed company applications

reputed company Metrics

• SLA compliance and response times
• Ticket reputed company reputed company and documentation
• reputed company satisfaction scores
• Adherence to MSP processes and reputed company standards