Remote Tier 1 Service Desk Specialist - Client Support

NetCov PH; Philippines; Remote; PHP 1,564,000 - 2,434,000; Full time

Benefits offered by this job

USD-based salary

Permanent WFH

Professional growth

Supportive environment

Job summary

NetCov PH is seeking a Service Desk Specialist for a remote contractor role. You will provide Tier 1 support for desktop hardware, software, and peripherals, working with client environments and SLAs, while maintaining strong client relationships and accurate documentation.

The position offers a permanent WFH setup, US-based salary, 40 hours per week, and opportunities for professional growth within a supportive team.

Qualifications

• 1-3 years of relevant IT support experience with client interaction.
• Experience with Tier 1 desktop support and troubleshooting.
• Industry certifications (e.g., CompTIA A+) desirable.

Responsibilities

• Provide direct, Tier 1 support to clients, addressing and resolving desktop, application, and peripheral issues in a timely manner.
• Build and maintain strong client relationships, ensuring a thorough understanding of each client's environment and requirements.
• Manage client IT systems in line with SLAs and SOPs.
• Update and maintain customer documentation to support consistent, high-quality service.
• Track and update support tickets in real-time within Network Coverage's ticketing system.
• Maintain a daily 80% billable rate while managing onsite tickets and providing remote assistance as required.
• Perform additional tasks and responsibilities as directed by the Service Desk Team Lead or Service Desk Manager to meet NetCov's operational objectives.
• Maintain clear and professional communication with clients, setting expectations and providing updates on ticket progress.
• Identify opportunities to enhance service efficiency, implement best practices and process improvements where possible.
• Respond to customer inquiries and complaints promptly and professionally, addressing issues whenever feasible.
• Stay informed on industry advancements and continuously enhance technical skills to improve support quality.

Skills

IT infrastructure basics

Windows OS

Mac OS

Active Directory

DNS

DHCP

Office 365

Endpoint security

Education

Associate's Degree in IT or related field

Tools

Ticketing system

Job description

NetCov PH is seeking a Service Desk Specialist for a remote contractor role. You will provide Tier 1 support for desktop hardware, software, and peripherals, working with client environments and SLAs, while maintaining strong client relationships and accurate documentation.

The position offers a permanent WFH setup, US-based salary, 40 hours per week, and opportunities for professional growth within a supportive team.