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Provide first and second-line technical support to MSP clients while managing a high volume of daily support tickets. Document all troubleshooting steps and resolutions accurately while maintaining clear communication with clients.
We are seeking a
highly customer-focused IT Help Desk Technician with strong front-line Managed
Service Provider (MSP) experience to join our technical support team.
The ideal
candidate is comfortable working in a fast-paced MSP environment, managing
approximately 10–15 tickets per day, and providing timely and professional
technical support to multiple clients. This role requires strong Windows
desktop troubleshooting skills, solid Microsoft 365 knowledge, and hands-on
experience troubleshooting email and basic network issues.
Experience
supporting Mac environments, as well as familiarity with Sophos, SonicWall,
ConnectWise, and IT Glue, is highly desirable.
· Provide first line and second-line technical
support to clients in an MSP environment.
· Manage and resolve approximately 10–15 support
tickets per day, prioritizing issues based on urgency and business impact.
· Troubleshoot Windows desktops, laptops,
applications, peripherals, and common user issues.
· Provide technical support for Microsoft 365,
including:
o Exchange
Online
o Outlook
o Entra ID
o Multi-Factor
Authentication (MFA)
o User and
account issues
o Email
configuration and troubleshooting
· Diagnose and resolve email delivery issues,
including bounced messages, delivery failures, spam filtering, and
authentication-related problems.
· Troubleshoot and analyze DNS-related issues,
particularly:
o MX records
o SPF
o DKIM
o DMARC
· Perform basic network troubleshooting involving
connectivity, TCP/IP, DNS, DHCP, Wi-Fi, and related issues.
· Provide technical support for Windows and,
where applicable, Mac environments.
· Document troubleshooting steps, resolutions,
configurations, and relevant client information accurately.
· Maintain clear and up-to-date ticket
documentation and knowledge base information.
· Escalate complex or unresolved issues to the
appropriate technical team while maintaining ownership and communication with
the client.
· Deliver professional, responsive, and
customer-focused support at all times.
· Follow established MSP processes, SLAs,
security practices, and documentation standards.
· Strong front-line MSP help desk experience.
· Proven experience handling a high volume of
technical support tickets.
· Comfortable consistently closing approximately
10–15 tickets per day.
· Strong Windows desktop and end-user
troubleshooting skills.
· Good hands-on experience with Microsoft 365,
particularly:
o Exchange
Online
o Outlook
o Entra ID
o MFA
o Email
troubleshooting
· Good understanding of email delivery and email
authentication troubleshooting.
· Working knowledge of DNS, including MX, SPF,
DKIM, and DMARC.
· Good basic network troubleshooting skills.
· Strong written and verbal communication skills.
· Excellent customer service and client-facing
skills.
· Strong attention to detail and documentation
skills.
· Ability to manage multiple tickets and
priorities in a fast-paced MSP environment.
· Nice to have
o Experience
supporting Mac/macOS environments.
o Familiarity
with Sophos Email Security.
o Familiarity
with Sophos firewalls.
o Familiarity
with SonicWall firewalls.
o Experience
using ConnectWise.
o Experience
using IT Glue or similar IT documentation platforms.
o Experience
supporting multiple clients in an MSP environment.
· Key Competencies
o Technical
troubleshooting and problem-solving
o Microsoft
365 administration and support
o Email and
DNS troubleshooting
o Customer
service orientation
o Ticket and
workload management
o Clear
technical documentation
o Communication
and interpersonal skills
o Ability to
work independently and escalate appropriately
o Attention
to detail
o Ability to
work effectively in a fast-paced MSP environment
· Should be
willing to accept a long-term work-from-home arrangement.
· Should be
amenable to a permanent night shift schedule.
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