MSP Service Desk Specialist: Tier 1–2 Support

Red Cup IT, Inc.; United States; On-site; USD 50,000 - 70,000; Full time

Job summary

A technology support firm is seeking an MSP Service Desk & Support professional to provide first- and second-level technical support to clients. The ideal candidate should have over three years of IT support experience, preferably in a Managed Service Provider (MSP) environment. Responsibilities include troubleshooting technical issues, managing user accounts, and ensuring high levels of customer satisfaction. Knowledge of Microsoft 365 and strong communication skills are essential for success in this fast-paced role.

Qualifications

• 3+ years of IT support experience, preferably in an MSP environment.
• Strong knowledge of Windows OS and basic networking concepts.
• Experience with Microsoft 365 administration.

Responsibilities

• Serve as the first point of contact for client support requests.
• Troubleshoot and resolve Tier 1 and Tier 2 technical issues.
• Document all troubleshooting steps in the ticketing system.

Skills

Customer-focused

Strong troubleshooting and analytical abilities

Excellent communication skills

Education

3+ years of IT support experience

Tools

Microsoft 365

ConnectWise

RMM tools (e.g., NinjaOne)

Job description

A technology support firm is seeking an MSP Service Desk & Support professional to provide first- and second-level technical support to clients. The ideal candidate should have over three years of IT support experience, preferably in a Managed Service Provider (MSP) environment. Responsibilities include troubleshooting technical issues, managing user accounts, and ensuring high levels of customer satisfaction. Knowledge of Microsoft 365 and strong communication skills are essential for success in this fast-paced role.