Offer summary

Qualifications:

Experience with ConnectWise or other ITSM tools is essential., Strong communication skills and attention to detail are required., A related IT diploma or degree is preferred, along with ITIL Foundation certification., Experience supporting Microsoft products and familiarity with ITIL processes is a plus..

Key responsabilities:

Field incoming end user calls, emails, and tickets, logging all incidents accurately.

Prioritize and schedule ticket resolutions while ensuring SLAs are met.

Install and configure computer hardware, software, and peripherals as needed.

Mentor junior staff and act as an escalation point for team members and clients.

Job description

Schedule: Monday- Friday (09:00AM to 06:00PM AEST)

What are we looking for?

Skills Required:

Experience using ConnectWise or other ITSM tools
Ability to deal with busy, high-pressure situations
Excellent Communication skills and attention to detail
High level of customer service and ability to comply with Service Management processes
Good knowledge of End User Compute & Terminal Services
Experience managing desktop user profiles, Outlook and network printers
Demonstrate a professional behavior when interacting with suppliers, staff and customers

Nice to Have:

Experience using Kaseya or other RMM tools
Demonstrate understanding of ITIL processes
Experience supporting Microsoft products e.g. Windows7, Windows10 and O365
Experience supporting English speaking countries
Related IT diploma or degree
ITIL Foundation certification
Microsoft certifications
Previous experience supporting an Australian company or MSP is a plus

What will you do?

Field incoming end user calls, emails and tickets
Log all Incidents and Service Requests accurately in the ITSM tool
Prioritise and schedule resolution of tickets and escalate as needed
Ensure customer Service Level Agreements (SLA) and customer expectations are met
Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets
Installing and configuring computer hardware, software, systems, printers and scanners
Investigating, diagnosing and resolving computer software and hardware faults including repairing equipment and replacing parts where applicable
Adhere to the Service Desk Procedures outlined as part of this employment
Support and contribute the team and company culture
Mentor junior staff members and be actively involved in their development
Escalation point for team members and clients

Join the awesome team and enjoy these benefits & perks:

Home-based
Medical, Dental Coverage and Life insurance
Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
Competitive salary package and annual appraisal
Financial Assistance Program
Mandatory Government Benefits and 13th Month Pay
Regular Company Events, Work Life Balance, and Career growth opportunities

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Since 2006, Our client has been a trusted partner for Australian organizations, delivering comprehensive ICT services and solutions. Their commitment to excellence and innovation has enabled us to help businesses of all sizes achieve their digital transformation goals.

#ConnectOSCareers #JoinConnectOS

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age’, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.

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