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
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.