Job Description

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.

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