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.