Service Desk Agent
工作时间表：东方标准时间/太平洋标准时间 （日及时间：TBD）工作安排：完全远程 （从家工作）工资：1300美元月薪：位于加利福尼亚州伯班克的 MSP 公司，美国职位概述 我们正在寻找一个经验丰富的服务台代理人加入我们的团队。这不是单个客户帮助台角色，你将支持多个行业中的商业客户组合，每个部门都有独特环境，技术和 SLA 要求。理想的候选人在高速，多租户支持环境中繁荣，客户帐户之间舒适地切换文本，并带来技术深度以自信和专业化处理复杂的问题。如果你热衷于提供白手套 IT 支持规模，这个角色是你的。你会做什么 ·通过电话，电子邮件和门票网关键重点提供多个客户账户的支持 ·根据客户特定 SLA 进行量级多客户门票排列测试和管理 ·解决和解决高级终端问题，微软 365租户，网络和商务应用程序 ·监控 RM 警报并积极应对以防止客户影响事件 ·处理用户上线/离线，终端部署，政策管理和软件更新在客户环境中 ·维护包括时间输入，分辨率说明以及客户特定 SOP 在内的准确详细的文档 ·通过全面文件扩大高级工程师或供应商的复杂问题，并通过解决方案进行跟踪 ·建立和保持强大的客户关系作为可信技术联系点 需要技术技能 · OS:Windows 10/11和 macOS 级专家，企业/域名合集环境 · 微软 365:多租户管理 Exchange Online, SharePoint, Teams, OneDrive,许可证 ·身份管理：主动目录，Azure AD/Entra ID,MFA,条件访问，混合环境 · RMM 工具：NinjaRMM,ConnectWise 自动化，Datto RMM,Kaseya 或相等级 · PSA/Ticketing:Connect Wise 管理，Autotask,HaloPSA 或 ServiceNow ·网络：TCP/IP,DNS,DHCP,VPN,防火墙 Meraki,SonicWall,Ubiquiti 或 Fortinet 体验加大 · VoIP:8x8, Cisco 或 EndotPoint 支持和故障解决安全：EDR/AV 平台如 SentinelOne,Hunterstress 或 WebBones 优惠 /优势技能 · Micro-Value
查看英文原文
Working schedule: Eastern Standard Time/ Pacific Standard Time (Days & Time: TBD)
Work Arrangement: Fully Remote (Work From Home)
Salary: $1,300 Monthly
Employer: An MSP company located in Burbank, California, USA
Position Overview
We are seeking a seasoned Service Desk Agent to join our team. This is not a single-client helpdesk role, you will be supporting adiverse portfolio of business clientsacross multiple industries, each with unique environments, technologies, and SLA requirements. The ideal candidate thrives in a high-velocity, multi-tenant support environment, is comfortable context-switching between client accounts, and brings the technical depth to handle complex issues with confidence and professionalism. If you are passionate about delivering white-glove IT support at scale, this role is for you.
What You'll Do
· Deliver support across multiple client accounts via phone, email, and ticketing portal with a strong focus on first-contact resolution
· Triage and manage a high-volume multi-client ticket queue in compliance with client-specific SLAs
· Troubleshoot and resolve advanced issues across endpoints, Microsoft 365 tenants, networking, and business applications
· Monitor RMM alerts and respond proactively to prevent client-impacting incidents
· Handle user onboarding/offboarding, endpoint deployment, policy management, and software updates across client environments
· Maintain accurate, detailed documentation including time entries, resolution notes, and client-specific SOPs in the PSA platform
· Escalate complex issues to senior engineers or vendors with thorough documentation and maintain follow-up through resolution
· Build and maintain strong client relationships as a trusted technical point of contact
Required Technical Skills
· OS:Windows 10/11 and macOS — expert-level, enterprise/domain-joined environments
· Microsoft 365:Multi-tenant management — Exchange Online, SharePoint, Teams, OneDrive, licensing
· Identity Management:Active Directory, Azure AD/Entra ID, MFA, Conditional Access, hybrid environments
· RMM Tools:NinjaRMM, ConnectWise Automate, Datto RMM, Kaseya, or equivalent
· PSA/Ticketing:ConnectWise Manage, Autotask, HaloPSA, or ServiceNow
· Networking:TCP/IP, DNS, DHCP, VPN, firewalls — Meraki, SonicWall, Ubiquiti, or Fortinet experience a plus
· VoIP:8x8, Cisco, or Mitel support and troubleshooting
· Endpoint Security:EDR/AV platforms such as SentinelOne, Huntress, or Webroot
Preferred / Bonus Skills
· Microsoft Intune / Endpoint Manager (multi-tenant)
· Email security — SPF, DKIM, DMARC, Exchange Admin Center
· BDR solutions: Datto, Veeam, Acronis, or Axcient
· PowerShell scripting for automation and user management
· MSP documentation tools: IT Glue or Hudu
· Azure or AWS exposure in SMB environments
Requirements
· 3+ years in an MSP environment— direct MSP experience required
· Strong multitasking ability managing simultaneous client accounts with varying tech stacks
· Excellent written and verbal communication — able to translate technical concepts for non-technical users
· Self-directed and accountable in a fully remote work setting
· Meticulous documentation habits and disciplined time management
· Preferred Certifications:CompTIA A+, Network+, Security+ | Microsoft MD-102, MS-900, AZ-900 | RMM/PSA platform certifications a plus
Originally posted on Himalayas