MSP客服与支持
MSP Service Desk & Support
我们正在寻找一位MSP服务台与支持人员，负责为MSP客户在多个环境中提供一级和二级技术支持。该职位是客户IT问题的主要联系人，确保事件和服务请求得到高效、专业且符合SLA的解决。
理想的候选人应以客户为中心，具备技术能力，并能在快节奏的MSP环境中支持多个客户、系统和优先级。
客户支持与服务台运营
- 通过工单系统、电话和电子邮件作为客户支持请求的第一联系人
- 及时解决一级和二级技术问题
- 在需要时将复杂问题升级至高级工程师或专业团队
- 在PSA/工单系统中记录所有排查步骤、解决方案和客户沟通
- 保持高水平的客户满意度和专业性
技术支持
- 支持Windows和macOS工作站
- 解决硬件、软件和外设问题
- 管理用户账户、权限和安全组（Active Directory / Azure AD）
- 提供Microsoft 365支持（Exchange、Teams、OneDrive、SharePoint）
- 进行基本的网络故障排除（DNS、DHCP、VPN、Wi-Fi）
- 支持RMM工具、端点安全和补丁系统
- 协助用户入职/离职及设备配置
MSP流程与最佳实践
- 遵循符合ITIL的事件、问题和变更管理流程
- 达到或超过SLA和响应时间要求
- 识别重复出现的问题并提出改进建议
- 参与知识库的创建和维护
- 遵守安全最佳实践和MSP标准
所需技能与资格
- 3年以上IT支持经验（MSP经验优先）
- 熟悉Windows操作系统和基本网络概念
- 具有Microsoft 365管理经验
- 熟悉工单/PSA系统（如ConnectWise、Autotask、HaloPSA、Zendesk）
- 使用RMM工具的经验（如NinjaOne、Datto、N-able、ConnectWise Automate）
- 了解端点安全工具和MFA概念
软技能
- 优秀的沟通和客户服务技能
- 强大的故障排除和分析能力
- 能够同时处理多个工单和优先级
- 适应快节奏、面向客户的环境
查看英文原文
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