MSP Service Desk 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

We are looking for an MSP Service Desk & Support who is responsible for providing first- and second-level technical support to MSP clients across multiple environments. This role acts as the primary point of contact for client IT issues, ensuring incidents and service requests are resolved efficiently, professionally, and in accordance with SLAs.

The ideal candidate is customer-focused, technically competent, and comfortable supporting multiple clients, systems, and priorities in a fast-paced MSP environment.

Client Support & Service Desk Operations

• Serve as the first point of contact for client support requests via ticketing system, phone, and email
• Troubleshoot and resolve Tier 1 and Tier 2 technical issues in a timely manner
• Escalate complex issues to senior engineers or specialized teams when required
• Document all troubleshooting steps, resolutions, and client communications in the PSA/ticketing system
• Maintain high levels of customer satisfaction and professionalism

Technical Support

• Support Windows and macOS workstations
• Troubleshoot hardware, software, and peripheral issues
• Manage user accounts, permissions, and security groups (Active Directory / Azure AD)
• Provide Microsoft 365 support (Exchange, Teams, OneDrive, SharePoint)
• Perform basic network troubleshooting (DNS, DHCP, VPN, Wi-Fi)
• Support RMM tools, endpoint security, and patching systems
• Assist with onboarding/offboarding users and device provisioning

MSP Processes & Best Practices

• Follow ITIL-aligned incident, problem, and change management processes
• Meet or exceed SLA and response time requirements
• Identify recurring issues and recommend improvements
• Participate in knowledge base creation and maintenance
• Follow security best practices and MSP standards

Required Skills & Qualifications

• 3+ years of IT support experience (MSP experience strongly preferred)
• Strong knowledge of Windows OS and basic networking concepts
• Experience with Microsoft 365 administration
• Familiarity with ticketing/PSA systems (e.g., ConnectWise, Autotask, HaloPSA, Zendesk)
• Experience using RMM tools (e.g., NinjaOne, Datto, N-able, ConnectWise Automate)
• Understanding of endpoint security tools and MFA concepts

Soft Skills

• Excellent communication and customer service skills
• Strong troubleshooting and analytical abilities
• Ability to manage multiple tickets and priorities simultaneously
• Comfortable working in a fast-paced, client-facing environment
• Professional demeanor and positive attitude

Preferred Qualifications

• MSP experience supporting multiple clients and environments
• ITIL Foundation certification
• CompTIA A+, Network+, or Microsoft certifications
• Experience with Azure AD, Intune, or basic cloud administration
• Familiarity with VoIP systems and SaaS applications

Performance Metrics

• SLA compliance and response times
• Ticket resolution quality and documentation
• Client satisfaction scores
• Adherence to MSP processes and security standards