Technical Support Agent
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MSA Sourcing Solutions is seeking an IT Support Agent to support one of our UK-based clients. The successful candidate will provide remote technical support to UK clients, assisting with day-to-day IT queries, troubleshooting, Microsoft 365 and Google Workspace administration, and basic 3CX support.
Key Responsibilities
- Answer incoming client support calls via 3CX and provide basic 3CX support following training.
- Log and document client issues clearly and accurately.
- Troubleshoot and resolve technical issues remotely where appropriate.
- Escalate complex or higher-risk issues to the UK technical team with clear and detailed notes.
- Provide remote support for Windows computers using AnyDesk, TeamViewer, Splashtop or similar tools.
- Assist with day-to-day Microsoft 365 administration, including password resets, mailbox issues, user management, MFA and licence support.
- Provide basic Google Workspace administration and technical support.
- Use AI tools and online resources to research technical issues and identify appropriate solutions.
- Apply sound judgement when troubleshooting and avoid making changes where the impact is not fully understood.
- Maintain a professional, helpful and courteous approach when communicating with UK-based clients.
- Maintain accurate records of support activities and follow established processes.
- Protect client information and maintain strict confidentiality when accessing client systems and data.
- Previous experience in an IT support or technical support role.
- Practical experience supporting Windows computers and troubleshooting common technical issues.
- Hands-on familiarity with Microsoft 365 and Google Workspace administration.
- Experience using remote support tools such as AnyDesk, TeamViewer, Splashtop or similar.
- Strong troubleshooting and problem-solving skills.
- Ability to recognise when an issue should be escalated rather than attempting an uncertain or potentially risky solution.
- Comfortable using AI tools and online resources to research and resolve technical issues.
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