Service Desk Agent - Level 1

Working schedule: Eastern Standard Time/ Pacific Standard Time (Days & Time: TBD)

Work Arrangement: Fully Remote (Work From Home)

Salary: $1,100 Monthly

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 escalate 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