L1 Helpdesk Support Specialist – Client-Facing

Halo Recruiting; Philippines; Teletrabalho; PHP 775 000 - 1 056 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Permanent remote

40 hours/week

Resumo da oferta

Halo Recruiting in the Philippines is seeking an outgoing L1 Helpdesk Support Specialist to join our IT team. This remote, 40-hour-per-week role emphasizes clear communication, empathy, and technical troubleshooting to help customers quickly resolve issues during US business hours.

You will handle Windows/Mac support, software and connectivity problems, and Microsoft 365/Google Workspace tasks. Strong English skills and a customer-first mindset are essential.

Qualificações

• 3+ years in Helpdesk/Support.
• Experience with Windows end users.
• Knowledge of Microsoft 365/Google Workspace.
• Strong English communication skills.

Responsabilidades

• Serve as first point of contact for IT support.
• Provide L1 technical support via phone, chat, and ticketing.
• Build positive relationships with users and be professional.
• Troubleshoot Windows, Mac, software, hardware, and connectivity issues.
• Assist with Microsoft 365 and Google Workspace accounts and access requests.
• Document tickets clearly and escalate when needed.
• Follow up with users and own the resolution process.

Conhecimentos

Outgoing personality

Excellent communication

Customer-focused

Fluent English

Ferramentas

NinjaOne

Zendesk

Microsoft 365

Google Workspace

Descrição da oferta de emprego

Halo Recruiting is a white-glove recruiting firm helping U.S. companies access elite global talent for 80% less than domestic equivalents. We recruit, screen, and rigorously vet top-tier remote workers based in the Philippines to work as full-time embedded team members within your business. Our candidates are 100% English-fluent, university-educated, and have years of corporate experience from top-tier brands like Google, KPMG, PwC, Canva, Mercedes-Benz, Exxon, Amazon and Deloitte, to name a few.

Employment Type: Independent Contractor | Exclusive Employment | 40 hours/week

Schedule: Full-time, U.S. Eastern business hours

Compensation: $1,100–$1,500 USD/month take-home

Work Setup: Permanent Remote

About the Role

We’re looking for an outgoing, personable, and customer-focused L1 Helpdesk Support Specialist to become an important part of our IT support team.

This role is about more than simply resolving tickets. You’ll be one of the people our customers interact with directly, so how you communicate, build trust, and make people feel supported matters just as much as your technical troubleshooting skills.

We’re looking for someone who genuinely enjoys talking to people, is comfortable communicating with customers by phone and chat, and can bring a positive, professional energy to every interaction.

You should be the kind of person who can take a frustrated user’s call, quickly put them at ease, ask the right questions, explain technical issues in a way they can understand, and confidently guide them toward a solution.

You’ll represent the company directly with customers, so we’re looking for someone who is naturally engaging, confident, approachable, and enjoyable to work with.

This is a hands‑on L1 support role. You should be comfortable independently troubleshooting common technical issues, investigating problems before escalating, following through with users, and documenting your work clearly.

What You’ll Do

• Serve as a friendly, professional, and confident first point of contact for customers needing IT support
• Provide L1 technical support through phone, chat, and ticketing systems
• Build positive relationships with users and make every support interaction feel helpful and professional
• Troubleshoot Windows, Mac, software, hardware, connectivity, and common end‑user issues
• Support users with Microsoft 365, Google Workspace, accounts, passwords, permissions, and access requests
• Troubleshoot basic network and connectivity issues
• Ask thoughtful questions to understand the user's issue before jumping to a solution
• Translate technical concepts into clear, simple language that non‑technical users can understand
• Take ownership of issues from initial contact through resolution or appropriate escalation
• Follow up with users proactively rather than waiting for them to chase for updates
• Maintain accurate and detailed support tickets and documentation
• Investigate issues thoroughly before escalating them to higher‑level support
• Support printers, endpoints, applications, and other common workplace technology
• Identify opportunities to improve the customer experience and internal support processes
• Assist with smaller technical projects and IT improvement initiatives as needed

The Person We're Looking For

Technical skills matter, but personality is equally important in this role.

You’ll be a strong fit if you are:

• Naturally outgoing and personable - you enjoy interacting with people and don't shy away from customer conversations
• Confident and engaging - you can comfortably speak with customers, ask questions, and take control of a support conversation
• Warm and approachable - customers should feel comfortable talking to you, even when they're frustrated
• A strong communicator - you can explain technical problems without overwhelming people with jargon
• Positive and energetic - you bring good energy to conversations while remaining professional
• Customer‑minded - you care about the experience the customer has, not just closing the ticket
• Comfortable representing a company - you understand that every customer interaction reflects on the team and organization
• Proactive and accountable - you follow through instead of waiting to be told what to do
• Calm under pressure - you can stay composed and personable when dealing with frustrated users or multiple priorities
• Naturally curious - you ask questions, learn quickly, and aren't afraid to investigate something unfamiliar

Technical Requirements

• 3+ years of experience in Helpdesk, Service Desk, Desktop Support, or Technical Support
• Hands‑on experience supporting Windows environments and end users
• Experience troubleshooting hardware, software, applications, and connectivity issues
• Familiarity with Microsoft 365 and/or Google Workspace
• Basic understanding of networking and connectivity troubleshooting
• Experience using a ticketing or service management system
• Ability to investigate issues independently before escalating
• Strong written and verbal English communication skills
• Ability to work independently in a fully remote environment

Nice to Have

• MSP experience or experience supporting multiple customers or IT environments
• Experience using RMM or remote support tools such as NinjaOne
• Familiarity with Active Directory
• Exposure to Fortinet/FortiGate, UniFi, Meraki, or Cambium
• Familiarity with endpoint security and backup platforms
• Basic PowerShell or scripting knowledge

Our Technology Environment

You may work with a variety of technologies, including:

Microsoft 365, Google Workspace, Windows, Mac, NinjaOne, Zendesk, Fortinet, UniFi, Cambium, Cisco Meraki, Bitdefender, and other cloud, networking, security, and backup tools.

You don't need to know every platform. We value strong technical fundamentals, curiosity, and the ability to learn.

Why Join Us?

This is an opportunity to grow your IT career while working directly with customers and gaining exposure to a broad range of technologies and environments.

For the right person, this role can grow into more advanced technical responsibilities over time.

More importantly, you'll have the opportunity to become a trusted and recognizable point of contact for customers - someone they know they can rely on when they need help.

Before You Apply

This role is best suited for someone who genuinely enjoys talking to people and helping customers.

If you prefer working quietly behind the scenes with minimal customer interaction, this probably isn't the right role for you.

If you enjoy solving technical problems and making people feel taken care of, we'd love to hear from you.