Tier 1 MSP Support Agent

Role Overview

As a Tier 1 MSP Support Agent, you’ll handle incoming IT requests and help users get back to work by resolving common device, account, productivity, and connectivity problems. You’ll be the first point of contact for customers, so clear communication, careful ticket handling, and timely escalation are central to keeping support services dependable and meeting SLAs.

Key Responsibilities

• Respond to support requests by phone, email, chat, and ticketing systems; record each issue and set its priority in line with service targets.
• Diagnose first-line problems involving Windows and macOS computers, mobile devices, printers, and other peripherals.
• Assist users with Microsoft 365 and Google Workspace, including Outlook, Teams, and OneDrive, as well as password resets and account access.
• Investigate internet and network connectivity issues using basic knowledge of IP addressing, DNS, DHCP, TCP/IP, and Wi-Fi.
• Help identify faults involving routers, modems, switches, and wireless access points, including latency, packet loss, and service interruptions.
• Support user onboarding and offboarding by helping provision accounts and manage access permissions.
• Review system alerts, follow established procedures and knowledge-base guidance, and escalate issues beyond Tier 1 with clear troubleshooting notes.
• Keep accurate records of customer communications, actions taken, and resolutions, while maintaining a professional and composed manner.

Requirements & Qualifications

• One to two years of experience in IT support, help desk, service desk, or technical support; MSP experience is preferred.
• Professional English communication skills, both spoken and written, with the ability to explain technical steps clearly to users.
• Working knowledge of Windows and macOS, Active Directory, account administration, access provisioning, and password resets.
• Familiarity with Microsoft 365 services, including Outlook, Teams, and OneDrive.
• Understanding of networking fundamentals such as IP addressing, DNS, DHCP, TCP/IP, Wi-Fi, and basic connectivity diagnostics.
• Experience using a ticketing platform such as ConnectWise, ServiceNow, Zendesk, or a comparable system.
• Strong customer service, troubleshooting, organization, and prioritization skills; able to work independently and with a team while staying calm under pressure.
• Familiarity with RMM tools and basic security practices such as MFA and endpoint protection is an advantage. CompTIA A+, CompTIA Network+, Microsoft Fundamentals (MS-900 or AZ-900), and ITIL Foundation are relevant certifications.
• Available to work on-site in Nairobi, Kenya, on rotating shifts, with availability required across a 24/7 schedule.