MSP Help Desk Technician
Core
Provide Tier 2 technical support to multiple business clients in an MSP environment, resolving issues with Windows, Microsoft 365, hardware, and networks.
Role type
MSP Help Desk Technician (Tier 2)
Builds
Client support services and ticket resolution for diverse business clients
Domain
Managed Services Provider (MSP) / IT Support
Deliverable
client delivery
Required skills
Windows 10/11 support, Microsoft 365 administration, hardware troubleshooting, network troubleshooting (DNS, DHCP, VPN, Wi-Fi), ticket triage and prioritization, remote management tools, documentation
Preferred skills
CompTIA A+/Network+ or Microsoft certifications, experience in multi-client environments, travel to client sites
Technologies
Windows 10/11, Windows Server, Microsoft 365, Office 365, SharePoint, DNS, DHCP, VPN, Wi-Fi
Responsibilities
Troubleshoot and resolve issues involving operating systems, applications, and hardware; Perform basic network troubleshooting; Triage and manage tickets according to SLAs; Escalate complex issues appropriately; Document resolutions and procedures; Communicate professionally with clients via phone, email, and chat; Travel to client sites when needed