Serve as the primary point of contact for incoming support requests via phone, email, chat, and ticketing systems
Troubleshoot and resolve basic technical issues related to:
Workstations (Windows/Mac)
Mobile devices o Printers and peripherals
Email systems (e.g., Microsoft 365, Google Workspace)
Internet connectivity and network-related issues, including: Modems, routers, NICs, and Wi-Fi connectivity LAN/WAN verification and stability (latency, packet loss, traceroute) Head-end/server and gateway availability Network components (switches, WAPs)
Verifies in-room or on-site network hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges)
Assists with non-PC device connectivity (mobile devices, gaming consoles, PDAs)
Supports adding new users/customers and basic service provisioning
Log, categorize, and prioritize tickets to meet or exceed SLA response and resolution targets
Perform initial diagnostics and provide first-call resolution whenever possible
Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams with proper documentation
Follow standard operating procedures (SOPs), runbooks, and knowledge base articles
Maintain a high level of professionalism and confidentiality when handling client data
Assist with user account management (password resets, access provisioning, permissions)
Support onboarding and offboarding processes for client users
Maintain accurate documentation of issues, resolutions, and client interactions
Monitor system alerts and respond to automated notifications as needed
Delivering excellent customer service and always maintain a professional demeanor
Continuously expand technical knowledge and stay current with MSP tools and best practices

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