IT Support Specialist — Remote & Onsite Tech Champion

MCI; San Fernando; Presencial; PHP 223.000 - 469.000; Jornada completa

Descripción de la vacante

MCI, a global tech-enabled services company, is hiring an IT Helpdesk Specialist to join its IT support team in the Philippines. You will provide first-level technical support to end-users, troubleshoot hardware and software issues, and ensure smooth operation of IT systems.

The ideal candidate has an associate degree, relevant certifications, and strong communication and customer service skills. You will work with on-site and remote users and contribute to knowledge base updates and security

Formación

• Associate degree in CS or IT required or equivalent experience.
• Certifications like CompTIA A+/Network+/Server+/Security+ or MCITP are a plus but not required.
• Experience in IT helpdesk or technical support roles.
• Strong knowledge of hardware, operating systems, and common software.
• Proficiency with Excel and data processing tasks.

Responsabilidades

• Provide first-level technical support to end-users via phone, email, or in-person.
• Assist users in resolving hardware and software issues, including desktops, laptops, printers, and applications.
• Walk users through step-by-step solutions and provide timely resolutions.
• Diagnose and troubleshoot hardware and software problems, identifying root causes and implementing solutions.
• Escalate complex issues to the appropriate IT support teams for further investigation and resolution.
• Perform routine maintenance tasks, such as software updates, antivirus scans, and system optimizations.
• Collaborate with IT teams to ensure the overall health and security of IT systems.
• Maintain accurate records of user issues, resolutions, and troubleshooting steps.
• Update knowledge base articles and documentation to facilitate future issue resolution.
• Provide basic training to end-users on IT systems, applications, and best practices.
• Create and distribute user guides and instructional materials as needed.
• Utilize remote desktop tools to provide support to off-site users.
• Assist users with VPN connectivity and remote access.
• Assist in the deployment and configuration of new hardware and software.
• Install, upgrade, and configure software applications as needed.
• Promote and enforce IT security best practices among end-users.
• Educate users on phishing threats, password management, and other security concerns.

Conocimientos

Helpdesk experience

Strong communication

Customer service

Software troubleshooting

Networking basics

Data entry / documentation

Educación

Associate degree in Computer Science or Information Technology

Herramientas

Five9

Excel

Remote desktop tools

Descripción del empleo

MCI, a global tech-enabled services company, is hiring an IT Helpdesk Specialist to join its IT support team in the Philippines. You will provide first-level technical support to end-users, troubleshoot hardware and software issues, and ensure smooth operation of IT systems.

The ideal candidate has an associate degree, relevant certifications, and strong communication and customer service skills. You will work with on-site and remote users and contribute to knowledge base updates and security