Remote Help Desk Specialist - Windows & IT Support

ResultsCX Named ‘Major Contender’ in Everest Group; Philippines; Remote; PHP 240,000 - 360,000; Full time

Job summary

ResultsCX is seeking a Help Desk Associate Specialist to provide 1st level technical assistance for a global MS Windows infrastructure. This remote role spans internal support across ITSM, email, chat, and calls, following established runbooks and SLAs.

You will handle incident logging, escalation, password reset, MFA setup, and support for Microsoft apps like OneDrive, Office, Teams, and Outlook. Prior NOC/monitoring exposure is valued.

Qualifications

• Bachelor's degree in Computer Science or related field, or equivalent education, training, and experience.
• 1+ years customer support/help desk/service desk related experience
• Basic knowledge in a Network Operations Center (NOC) environment
• Basic knowledge in technical troubleshooting
• Background in Network Server Monitoring
• Background of MS Windows Clients from Win XP to Win10
• Basic understanding of network environments (Wired and Wireless)
• Background monitoring experience such as OpenNMS, Whats Up Gold, or similar technology solution
• Basic Working knowledge of TCP/IP, DNS, DHCP, FTP and HTTP.

Responsibilities

• Log, attend, and monitor incidents and service requests reported via phone, voicemail, email, or chat and resolve it within the agreed SLA.
• Escalate incidents and service requests that are within Helpdesk scope that cannot be resolved within their level - escalated to Helpdesk Specialist.
• Escalate incidents/service requests and/or alerts to internal departments (NOC, Telecoms Engineering, Systems Engineering, SOC, IT Security, etc.) that are beyond Helpdesk capacity to resolve as needed.
• Attend, log, monitor, and escalation server/system generated alerts by various network and server technology tools that require immediate response and/or troubleshooting.
• Provide support for password reset, unlock account and MFA set-up.
• Provide assistance related to Microsoft applications such as OneDrive, Office, Teams, and Outlook. (non-administration tasks).
• Coordinate with RTA and gathers pertinent information related to the potential outage being reported by Ops.
• Create PagerDuty notification for outages and invites all stakeholders and resolvers to the Outage Collaboration bridge.
• Hand off outages to NOC for Severity 2 outages and to Helpdesk Sr. Specialist for Severity 1 outages.
• Monitor until closure for Client-owned outages.
• May be provided additional training modules and tasks not limited to your current function to provide you the technical exposure and learning capabilities needed for you to excel and handle Help Desk Specialists (L2) roles and responsibilities.

Skills

Customer Support

Help Desk

Windows OS

Networking Basics

NOC Experience

SLA Knowledge

Education

Bachelor's degree in Computer Science or related field

Tools

OpenNMS

WhatsUp Gold

PagerDuty

MS Office

Job description

ResultsCX is seeking a Help Desk Associate Specialist to provide 1st level technical assistance for a global MS Windows infrastructure. This remote role spans internal support across ITSM, email, chat, and calls, following established runbooks and SLAs.

You will handle incident logging, escalation, password reset, MFA setup, and support for Microsoft apps like OneDrive, Office, Teams, and Outlook. Prior NOC/monitoring exposure is valued.