Responsibilities
- Address help desk inquiries received through Slack, email, and phone, ensuring timely resolution within established service level agreements.
- Identify and resolve technical problems related to Microsoft 365, including user accounts, email functionality, and access permissions.
- Support Windows Server environments with user management, routine checks, and scheduled maintenance activities.
- Analyze and fix fundamental network issues involving DNS, DHCP, VPN connections, Wi-Fi, printers, and internet access; escalate advanced problems as required.
- Use remote monitoring and management (RMM) platforms to oversee client systems, apply patches, and conduct proactive system updates.
- Record all support activities in the ticketing system with detailed, accurate documentation of actions and solutions.
- Assist in setting up new users by configuring accounts, deploying hardware, assigning permissions, and installing necessary software.
- Work alongside senior technical staff to resolve escalated incidents and ensure full issue resolution.
- Guide end users on essential IT practices and promote awareness of cybersecurity fundamentals.
Requirements
- 2 to 3 years of experience in an MSP or technical support role involving help desk or desktop support responsibilities.
- Proven ability to install, configure, and troubleshoot Windows 10 and Windows 11 workstations.
- Direct experience managing Microsoft 365 services including Outlook, OneDrive, Teams, and basic administrative functions.
- Practical knowledge of core networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
- Familiarity with RMM and professional services automation (PSA) platforms such as ConnectWise, Datto, Kaseya, NinjaOne, Autotask, or HaloPSA.
- Excellent customer service, verbal and written communication, and technical documentation abilities.
- Capable of handling multiple tasks, prioritizing support tickets, and operating independently in a fast-moving MSP setting.
Nice to Have
- Prior work experience within a Managed Service Provider environment is required.
- Hold recognized certifications such as CompTIA A+, Network+, Security+, Microsoft, or Cisco (e.g., CCNA).
- Basic understanding of PowerShell or scripting for automating repetitive tasks.
- Experience configuring and supporting firewalls and VPNs, including platforms like SonicWall or Meraki.
- Knowledge of backup systems and disaster recovery procedures.
Required
- Must have 2-3 years of experience in an MSP IT help desk, desktop support, or similar technical support role.
- Hands-on experience with Windows 10/11 workstations (install, configure, troubleshoot).
- Hands-on experience with Microsoft 365 (Outlook, OneDrive, Teams, basic admin tasks).
- Hands-on experience with basic networking: TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting.
- Experience using RMM and ticketing/PSA tools (e.g., ConnectWise, Datto, Kaseya, NinjaOne, Autotask, HaloPSA).
- Strong customer service, communication, and documentation skills.
- Ability to multitask, prioritize tickets, and work independently in a fast-paced MSP environment.
Preferred
- Previous experience working for a Managed Service Provider is a must
- Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, or Cisco (e.g., CCNA).
- Basic PowerShell or scripting knowledge for automation and routine tasks.
- Experience with firewalls (e.g., SonicWall, Meraki) and VPN configuration.
- Familiarity with backup and disaster recovery solutions.
