Job Description
You are the first point of contact for ALPHA IT's managed clients. You solve problems quickly, communicate clearly, and treat every client interaction as a reflection of the whole team. This isn't a help desk where tickets disappear into a queue — it's a relationship-driven support model where you own the outcome.
What we need
- Respond to client support requests within the 15-minute SLA via phone, Teams, and remote desktop
- Diagnose and resolve hardware, software, network, and Microsoft 365 issues
- Complete scheduled maintenance tasks: patching, updates, monitoring reviews
- Document issues, resolutions, and environment changes in the ticketing system
- Assist with onboarding new clients: device setup, account provisioning, documentation
- Escalate complex issues to senior engineers with complete context
Requirements
- 2+ years of IT support experience in an MSP, corporate IT, or helpde...