Tier 1 MSP Technician

Department: MSP Operations
Reports To: Manager, MSP Operations

Location: Greater St-Louis, MO Area
Employment Type: Full-time
FLSA Status: Non-Exempt
 

About the Company

Cloud5 Communications delivers exceptional customer experiences through innovative cloud-based telephony solutions, high-speed internet, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world's leading brands deliver outstanding guest experiences.

Position Summary

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 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.

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.
• 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.

Other Duties

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

What You’ll Bring (Required 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.

Working Environment

• Onsite in Greater St-Louis, MO area

Physical Requirements

With or without reasonable accommodation:

• Sitting/standing duration, lifting if applicable
• Computer/phone use expectations

Compensation & Benefits

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