Provide first line technical support to managed service customers, handling incidents, service requests, and basic troubleshooting across Windows, macOS, Microsoft 365, and networking issues.
Responsibilities
Act as first point of contact for customer support requests via phone, email, and ticketing system
Log, triage, prioritise, and manage incidents and service requests in line with SLAs
Resolve common 1st line issues efficiently while maintaining high customer satisfaction
Ensure accurate, clear, and consistent ticket documentation
Provide 1st line support across Windows, macOS, Microsoft 365, Active Directory, networking, printers, peripherals, and end-user devices
Requirements
Nice to have: MSP experience supporting multiple customers
Nice to have: Intune
Nice to have: Azure AD
Nice to have: endpoint management tools
Nice to have: networking concepts (DNS, DHCP, VPNs)
Lead the Product & Voice Ops Support and Provisioning team, providing technical guidance, operational coordination, and incident management across telecom and voice services.
Responsibilities
Oversee daily team activities and workload allocation
Provide technical support and guidance to engineers
Coordinate incident, fault, service request, and provisioning activities
Monitor ticket queues, service levels, and quality metrics
Act as first escalation point for technical and operational issues
Estimated Salary/Wage USD $132,000.00/Yr. Up to USD $136,000.00/Yr.
Responsibilities
Provide frontline technical customer support through ServiceNow, email, and phone; independently analyze reported issues, assess operational impact and case priority, determine appropriate initial support actions, and provide customers with guidance on resolution paths and next steps.
Meet applicable response and follow-up commitments, including 15-minute FMR for critical P0/P1 cases, 2-hour FMR for P2 (24/7), and 4-hour FMR for P3/P4 (business hours).
Own and independently manage customer cases through resolution, including during Google engineering consults; evaluate case status and available information, determine appropriate follow-on actions within established procedures, and provide customers with ongoing guidance regarding resolution status and next steps.
Prepare maintenance, change-window, and outage communications with required peer review and Lead or Google approval before release; maintain the Service Health Dashboard as directed.
Analyze customer-reported issues and available case information to determine appropriate support actions, identify when specialized technical consultation or escalation is required, and coordinate technical triage and mitigation with Systems Engineers, Senior Operations Leads, and Google engineering.
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