ROLE SUMMARY

Our client is looking for an IT Service Desk Support, internally known as Level 1 Technician who will be the “tip of the spear” when dealing with the client’s user base. With most tickets being resolved by Level 1 Technicians, this role will have more direct exposure to their user base than any other role at the company, and therefore must always maintain a polite and professional demeanor. As a Level 1 technician, it is expected that you assist Junior Technicians with documenting issues correctly and moving the ticket along to resolution.

This role will also be troubleshooting Windows 10/11 and MacOS regularly in addition to working in Office 365 and Active Directory. Throughout the day you will be translating technology to end users that are not always technical, so communication skills are paramount in this role.

WORK SCHEDULE: TBD, follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS:

• Address tickets and answer questions from customers
• Handle password resets and MFA enrolment
• Deploy workstations based on pre-built checklists
• Assist junior technicians in documenting issues correctly and in moving the tickets to resolution
• Mentor junior technicians on best practices
• De-escalate tense situations when the need arises and transfer calls to the Service Delivery Manager if a customer is hostile
• Contribute to the improvement of deployment and documented processes
• Provide desktop and laptop support, including break/fix issues, application installation and configuration, and user-level settings
• Handle the security side of things, investigate and remediate malware alerts and help users enroll in MFA
• Work through the ticketing system to document, track, and escalate the ticket
• Update the documentation platform to keep everything up to date along the way
• Work with a team of intelligent people to deliver world-class service to clients, both remotely and on-site

QUALIFICATIONS:

• A Bachelor’s degree in the related field is preferred
• Minimum of 2 in IT as a Service Desk/Help Desk Support, and basic industry standard certifications
• CompTIA A+ and Network+ certifications are required
• Working knowledge of desktop operating systems and a drive to deliver the best possible experience to clients
• Strong computer aptitude, which includes expertise with Microsoft 365 applications
• Able to explain basic concepts to end users in a polite and professional manner
• Experience in a multi-client environment
• Strong organization, oral and written communication skills
• Analytical skills with particular attention to detail
• Aptitude in data management, analytics, reporting preparation
• Ability to function in an autonomous environment—independent worker, self-directed

Please refer to job description.