First-Line IT Support Pro: M365 & Google Workspace

SCALIS; Makati; Vor Ort; PHP 335.000 - 558.000; Vollzeit

Zusammenfassung

SCALIS is seeking a Tier 1 IT Support Specialist in the Philippines to serve as the first line of support for a global workforce. You will triage, troubleshoot, and document tickets across core enterprise tools, escalating more complex issues to Tier 2 while maintaining strong communication.

The role emphasizes experience with Microsoft 365 and Google Workspace, with growth toward security-focused tools like Zscaler and RMM platforms. Strong customer service mentality is essential.

Qualifikationen

• Solid fundamentals in Microsoft 365 and/or Google Workspace.
• Ability to triage, troubleshoot, and document tickets.
• Willingness to grow into Tier 2 with security tools.
• Strong communication and customer service skills.

Aufgaben

• Serve as the primary point of contact for end-users via ticketing system, email, and VOIP/phone.
• Log, categorize, and prioritize incoming tickets in Jira Service Management per SLAs.
• Perform initial troubleshooting using runbooks and guided diagnostic questions.
• Aim to resolve common Level 1 issues on first contact when possible.
• Maintain thorough ticket records with symptoms, diagnostics, and resolutions.
• Provide Level 1 technical support for Windows and macOS endpoints.
• Assist with onboarding/offboarding hardware deployment and asset handling.
• Guide users through self-service and troubleshooting steps (reboots, caches, VPN).
• Accurately log hardware and device details in IT asset management tools like Snipe-IT.
• Provision and manage user accounts across Microsoft 365, Entra ID, and Google Workspace.
• Assist with password resets, MFA enrollment, and sign-in issues.

Kenntnisse

Tier 1 support

Windows basics

macOS basics

MS 365

Google Workspace

Troubleshooting

Customer service

Growth mindset

Tools

Jira Service Management

Snipe-IT

Azure AD / Entra ID

Google Workspace

Zscaler

RMM platforms

VOIP systems

Jobbeschreibung

SCALIS is seeking a Tier 1 IT Support Specialist in the Philippines to serve as the first line of support for a global workforce. You will triage, troubleshoot, and document tickets across core enterprise tools, escalating more complex issues to Tier 2 while maintaining strong communication.

The role emphasizes experience with Microsoft 365 and Google Workspace, with growth toward security-focused tools like Zscaler and RMM platforms. Strong customer service mentality is essential.