ROLE SUMMARY:
Cloud5's Managed Services division provides 24/7 service desk solutions tailored to the hospitality industry. This role serves as the first point of contact for hotel staff seeking technical support. The Tier 1 MSP Service Desk Agent is responsible for troubleshooting and resolving a wide range of front-line IT issues—including workstation problems, printer malfunctions, password resets, email administration, and coordinating with hotel technology vendors.
Agents are expected to provide thoughtful, solutions-oriented support while maintaining professionalism, empathy, and humility in every interaction.
PRIMARY RESPONSIBILITIES INCLUDE (but are not limited to):
- Delivering first-line technical support to hotel staff via phone, email, and ticketing systems.
- Troubleshooting and resolving issues related to workstations, printers, internet connectivity, password resets, email accounts, and user access.
- Engaging with third-party vendors as needed to escalate and resolve issues.
- Logging all support interactions clearly and thoroughly in the ticketing system.
- Escalating unresolved or complex issues to Tier 2 or appropriate internal teams following defined procedures.
- Participating in ongoing training and knowledge sharing to stay current with tools and systems.
- Supporting special or ad-hoc projects as assigned.
Qualifications
- High school diploma or equivalent (post-secondary education in IT preferred).
- 1–2 years of experience in technical support or customer service.
- Strong problem-solving and analytical abilities.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office Suite and common support tools (e.g., ticketing systems, remote access tools).
- Experience in hospitality, call centers, or IT service desks is considered an asset.
- Relevant technical certifications (e.g., CompTIA A+, ITIL Foundation, HDI Support Center Analyst) are preferred.
- Ability to work independently and collaboratively in a fast-paced, customer-focused environment.
- Flexibility to work varying shifts, including evenings, weekends, and holidays, as part of a 24/7 schedule.