L1 Technical Helpdesk Support (Onsite)

Outsourced Global Staff; Philippines; On-site; PHP 201,000 - 357,000; Full time

Job summary

Outsourced.ph is seeking an L1 Technical Helpdesk Support onsite in Eastwood, Quezon City. The role requires handling customer inquiries via phone, email or chat, diagnosing basic issues, and providing timely resolutions to ensure customer satisfaction.

The position is a full-time onsite role with training and rotating shifts. The ideal candidate will have MSP environment experience and familiarity with Microsoft 365 and Azure, along with a customer-first mindset and strong communication skills.

Qualifications

• Experience in L1 helpdesk support for MSP environments.
• Proficient with Microsoft products including O365 and Azure.
• Strong communication and problem-solving skills.

Responsibilities

• Provide first-line technical support via phone, email, or chat to customers.
• Diagnose and troubleshoot software, hardware, and network issues.
• Escalate complex problems to higher support levels when needed.
• Document interactions and resolutions in the ticketing system.
• Collaborate with team to share knowledge and improve support processes.

Skills

Customer service

Troubleshooting

IT helpdesk

Technical support

Written communication

Tools

Microsoft 365 Admin

Azure Administration

VMware

Job description

L1 Technical Helpdesk Support (Onsite)

Full Time Employee

Job Summary

Our AU client is looking for an L1 Technical Helpdesk Support with MSP environment and Microsoft Products (Azure, O365) experience.

Job Description

About Us
Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

About the client (AU)

Known as the Australian ICT industry's most trusted advisors, the client's mission is to inspire, educate and enable reseller partners to achieve their full potential through the delivery of unparalleled technology, value-added services and logistics. Over the past 45 years, the client has been helping Australian partners of all shapes and sizes to design, configure and implement solutions for their customers and to successfully transition their business' through technological change.

As a Technical Support Helpdesk Representative, you will be responsible for providing technical assistance and support to customers who are experiencing issues with software, hardware, or other computer systems. You will serve as the first point of contact for customers seeking technical assistance over the phone, email, or chat. Your primary goal will be to troubleshoot problems and provide timely resolution, ensuring customer satisfaction and retention

Key Responsibilities:

1. Provide excellent customer service by promptly responding to inquiries and resolving technical issues.


2. Diagnose and troubleshoot technical problems reported by customers related to software, hardware, network connectivity, and other IT systems.


3. Walk customers through problem-solving steps via phone, email, or chat to help them resolve issues independently.


4. Escalate unresolved issues to the appropriate technical teams or senior support personnel for further investigation and resolution.


5. Document all customer interactions, including details of inquiries, complaints, and resolutions, in the helpdesk ticketing system.


6. Collaborate with other members of the technical support team to share knowledge and best practices for problem-solving.


7. Stay up-to-date with product knowledge, troubleshooting techniques, and industry trends to provide accurate and effective support.


8. Identify and elevate recurring technical issues or patterns to management for proactive resolution.


9. Provide feedback to product development teams based on customer interactions to improve product usability and performance.


10. Participate in ongoing training and professional development activities to enhance technical skills and customer service capabilities.

Highly Desirable Skills (not required)

• Microsoft O365 Administration


• Microsoft Azure Administration


• VMWare experience

Work Schedule

• Training: Monday to Friday; 8AM-5PM Manila Time


• Production: 24/7 (shifting schedule)


• Might be assigned during weekends and holidays


• Candidates should also be open to 4x11 work setup

Work Setup (Office-based)

• Eastwood, Libis (Quezon City)