IT Support Associate — First Line Helpdesk (Night Shift)

Staff4Me; Compostela; Sur place; PHP 180 000 - 300 000; Plein temps

Résumé du poste

Staff4me in Cebu City, Philippines is seeking an IT Associate to join our team. You will be the first line of defense for IT technicians, handle calls, chats, and emails, and translate them into tickets for Tier 2/3 support.

You will assist with password resets, device setup, and user education using self-help documents. Training and knowledge sharing are encouraged to grow your skills and advance internal mobility.

Qualifications

• Bachelor's degree in Information Technology, Computer Science or Information Systems.
• Excellent English skills, verbal and written.
• A+ and other technical certifications desired.
• Beginner level IT helpdesk role; willingness to gain certifications.
• Experience with enterprise ticketing systems is a plus.

Responsabilités

• First line of defense for IT Technical Teams. Answer phones, route calls accordingly, create tickets on behalf of the customer, work tier 1 level tickets, route tickets in the enterprise ticketing system to proper teams and/or technicians for upper-level support.
• Work as part of a IT Associates Team, answering questions and working first call resolve issues for employees, via phone, chat or through an enterprise ticketing system.
• Typical duties may include resetting of user passwords, general technology questions, basic troubleshooting of PCs, mobile devices, printers, and phones, and education the customer on self-help documentation.
• Document, track and monitor problems to ensure timely resolution of issues.
• Learning new skills from Tier 2 level teams for job mobility.
• Writing knowledge documents for training and educational purposes.
• Receive hands-on or virtual training to learn skills that will enable you assist in projects.
• Project work to assist upper-level teams and gain real time experience for more complex duties.

Connaissances

Customer service

Troubleshooting

Windows desktop

Office 365

English communication

Ticketing system

Team collaboration

Formation

Bachelor's degree in Information Technology, Computer Science or Information Systems

Outils

Active Directory

Microsoft Office suite

Office 365

Description du poste

Staff4me in Cebu City, Philippines is seeking an IT Associate to join our team. You will be the first line of defense for IT technicians, handle calls, chats, and emails, and translate them into tickets for Tier 2/3 support.

You will assist with password resets, device setup, and user education using self-help documents. Training and knowledge sharing are encouraged to grow your skills and advance internal mobility.