MSP Service Desk & Support Technician

About the role

We are seeking an MSP Service Desk & Support professional to provide first‑ and second‑level technical assistance to multiple client environments. The role serves as the primary point of contact for IT issues, ensuring timely resolution in line with service level agreements.

Key responsibilities

• Receive and triage support requests via ticketing system, phone, and email.
• Troubleshoot and resolve Tier 1 and Tier 2 hardware, software, and network issues.
• Escalate complex problems to senior engineers or specialized teams.
• Document troubleshooting steps, resolutions, and client communications in the PSA/ticketing system.
• Maintain high customer satisfaction and adhere to ITIL‑aligned incident, problem, and change management processes.

Required profile

• Minimum 3 years of IT support experience, preferably in an MSP environment.
• Strong customer‑service orientation and ability to manage multiple tickets simultaneously.
• Professional demeanor with excellent communication skills.

Required skills

• Windows and macOS workstation support.
• Active Directory / Azure AD user and group management.
• Microsoft 365 administration (Exchange, Teams, OneDrive, SharePoint).
• Basic networking concepts (DNS, DHCP, VPN, Wi‑Fi).
• Experience with ticketing/PSA systems (ConnectWise, Autotask, HaloPSA, Zendesk).
• Proficiency with RMM tools (NinjaOne, Datto, N‑able, ConnectWise Automate).
• Knowledge of endpoint security tools and MFA concepts.