Offer summary

Qualifications:

3-5 years experience in a Service Desk or Help Desk environment., Proficiency in Microsoft Office applications and remote support tools., Familiarity with ticketing systems like Zendesk or ServiceNow., Strong customer service skills and effective communication abilities..

Key responsibilities:

Serve as the primary contact for IT support via phone and email.

Triage and escalate support issues based on severity and impact.

Assist users with Level 1 Service Desk requests and troubleshoot common IT problems.

Maintain efficiency by achieving service level agreements (SLAs) on support tickets.

Job description

Client overview: Is a Managed Office Provider, offering a comprehensive portfolio of IT, Print, Cloud and Security solutions for organizations across the country. We are growing nationwide and expanding into new markets across the US. This growth has created additional opportunities for talented tech-minded individuals to join our team.

Duties & Responsibilities:
Act as a single point of contact for phone calls and emails for IT issues and queries to IT support
Triage incoming support issues, determining severity and impact, and escalating when appropriate to higher tier support.
Assist users with Level 1 Service Desk requests such as password resets and fax, printer, and copier problems.
Troubleshoot Tier 1 IT problems, such as password resets, email problems, access changes, etc.
Answer telephone, email, and walk-up requests for technical support.
Troubleshoot phone line and network issues. Determine nature of problem and coordinate resolution.
Troubleshoot cell phone issues.
Work on other special projects as defined by the Help Desk Manager.
Provide 100% remote support for all locations using phone and email
Maintain a high level of efficiency by achieving SLAs on tickets/requests.
Participate in an On-Call rotation to provide support to users during after hours.

Qualifications:
3-5 years experience on a Service Desk or Help Desk environment.
3-5 years experience with Microsoft Office (Word, Excel, PowerPoint, and Outlook).
Experience with remote tools such as Bomgar or TeamViewer.
Experience with ticketing systems such as Zendesk or ServiceNow.
CompTIA A+ or Network+ certifications is an advantage!
Basic PC knowledge to correctly log and assign help desk requests. Example: You can remove applications, install a printer, and know what an IP address is.
Great Customer Service Skills
Fast Learner
Effective Communicator
Organized
Able to multitask
Strong Work Ethic
Works Well in Team Environment
Excellent customer service skills.
Good communication and telephone skills.
Minimum of 30 wpm typing skills required.

Shift: 10:30 PM-07:30 AM PHT

Perks:

Remote Work Setup
Company Laptop provided
HMO Coverage on Day 1 + Free HMO Dependent After 6 Months
Paid Time Off (Vacation Leave, Sick Leave, Birthday Leave, Maternity Leave, Paternity Leave, Solo Parent Leave, and more)
Unused Leave Conversion
Attendance Bonus
Annual Bonus
Monthly Prizes and Bonuses
PHP 10k to 30k Referral Bonus

Required profile