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Role Overview
As a Tier 1 Support Agent, you will act as the first point of contact for IT and High-Speed Internet (HSIA) support requests. You will provide technical assistance across multiple channels, ensuring timely resolution and excellent customer experience while meeting SLAs.
Key Responsibilities.
- Serve as the primary contact for support requests via phone, email, chat, and ticketing systems.
- Troubleshoot and resolve technical issues related to:
- Workstations (Windows/Mac).
- Mobile devices.
- Printers and peripherals.
- Email platforms (Microsoft 365, Google Workspace).
- Internet and network connectivity (modems, routers, Wi-Fi, LAN/WAN).
- Diagnose connectivity issues (latency, packet loss, traceroutes).
- Verify network hardware and on-site connectivity (CPE, cabling, Wi-Fi, etc.).
- Support onboarding/offboarding and user account management (Active Directory, access, permissions).
- Log, categorize, and prioritize tickets to meet SLA targets.
- Provide first-call resolution whenever possible.
- Escalate complex issues to Tier 2/3 with proper documentation.
- Follow SOPs, runbooks, and knowledge base guidelines.
- Monitor alerts and respond to system notifications.
- Maintain accurate documentation of incidents and resolutions.
- Deliver excellent customer service and maintain professionalism at all times.
- Continuously expand technical knowledge and stay updated on best practices.
Required Qualifications.
- 1–2 years of experience in IT support, Helpdesk, HSIA, or MSP environments (preferred).
- High school diploma or equivalent (Associate’s degree in IT is a plus).
- Basic knowledge of:.
- Windows and/or macOS.
- Active Directory and user management.
- Networking fundamentals (IP, DNS, DHCP, Wi-Fi).
- Internet troubleshooting (HSIA).
- Experience with ticketing tools (ConnectWise, ServiceNow, Zendesk, etc.).
- Strong troubleshooting and problem-solving skills.
- Ability to manage multiple tasks in a fast-paced environment.
- Excellent verbal and written communication skills.
- Professional level of English (spoken and written).
- Strong customer service mindset.
- Reliable, organized, and team-oriented.
How to Apply
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