Tier 1 MSP Technician

About the role

Department: MSP Operations
To: Manager, MSP Operations
Location: Greater St-Louis, MO Area
Employment Type: Full-time
FLSA Status: Non-Exempt

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.
• Able 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.

What You’ll Do (Essential Responsibilities)

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.
Loading 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.

Other Duties

We expect this role to evolve. Other responsibilities may be assigned based on business needs.

Compensation & Benefits

• Benefits include medical, dental, vision, 401(k), flexible PTO, parental leave, and more

Working Environment

• Physical Requirements: With or without reasonable accommodation: Sitting/standing duration, lifting if applicable
• Computer/phone use expectations: Computer/phone use expectations

How to Identify Recruitment Fraud

• You receive a message on WhatsApp or another online messaging platform
• You are asked to provide a fee or payment (we will NEVER request payment from candidates)
• Our email communication will only ever come from a @Cloud5.com domain or @msg.paycomonline.com domain. We will never contact you through Gmail or any other free online mail service
• Cross reference the recruiter’s name and contact information on LinkedIn or by contacting corphr@cloud5.com
• If you are still unsure call 1 (877) 241-2516