About the job Service Desk Agent - Level 1

Work Arrangement: Fully Remote (Work From Home)

Employer: An MSP company located in Burbank, California, USA

Duties & Responsibilities:

• Process incidents and requests via telephone and email
• Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources
• Monitor the unassigned ticket queue and follow up on assigned tickets every 24 hours
• Identify and elevate tickets to TTI management or appropriate support groups when needed
• Document issues and troubleshooting steps concisely in the ticketing system
• Follow up on open issues with escalation groups to provide updates to the customer
• Basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 supp...