IT Support Associate — Monitoring & Triage

Movate, Inc.; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

Movate, Inc. is seeking an IT Helpdesk Technician in the Philippines to respond to monitoring requests and triage alerts using Magna5 RMM. The role emphasizes professional client interaction and timely resolution of issues.

Responsibilities include collaborating with Tier 2/3 technicians on escalated support, documenting resolutions, and maintaining knowledge base articles. Ongoing certification training is encouraged to enhance skills.

Responsibilities

• Respond to monitoring requests that come in via phone, email, or ticketing system
• Utilize the Magna5s RMM systems to triage alerts and alarms
• Interact with clients using professionalism and promptness
• Jointly solve problems through collaboration with team members.
• Proven experience troubleshooting problems ranging from server, network, and PC issues.
• Must provide quality customer service skills in all forms of communication.
• Collaborate with Tier 2 and Tier 3 technicians on escalated customer support requests
• Document resolutions and build knowledge base articles
• Engage in continued certification training to improve their skillset.
• All technicians are required to track time and activity in the Magna5 ticketing system.

Job description

Movate, Inc. is seeking an IT Helpdesk Technician in the Philippines to respond to monitoring requests and triage alerts using Magna5 RMM. The role emphasizes professional client interaction and timely resolution of issues.

Responsibilities include collaborating with Tier 2/3 technicians on escalated support, documenting resolutions, and maintaining knowledge base articles. Ongoing certification training is encouraged to enhance skills.