Location
pasig
Job Type
Full-time
Posted
June 13, 2026
Job Description
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...