Service Desk Agent - Level 1

HireArchi; Metro Manila; Remote; PHP 100,000 - 400,000; Full time

Job summary

A leading IT support company is seeking a Help Desk Technician to provide remote support for Windows and Mac users. The ideal candidate will have excellent customer service and communication skills, alongside a year of help desk experience. In this role, you will be responsible for troubleshooting, processing tickets, and providing solutions for enterprise applications during night shifts. The position comes with a competitive salary and benefits including a 13th Month Pay, HMO, and Personal Time Off after a probationary period.

Benefits

13th Month Pay

HMO & Govt. Contribution Allowance

Personal Time Off

Qualifications

• One year's experience working on a help desk is required.
• Strong verbal and written communication skills.
• Thorough understanding of computers (both Windows & Mac OSX preferred).

Responsibilities

• Process incidents and requests via telephone and email.
• Troubleshoot and resolve issues on the initial call when possible.
• Monitor the unassigned ticket queue and follow up on assigned tickets.

Skills

Customer Service Skills

Communication Skills

Windows Support

Mac OSX Support

Network Troubleshooting

Tools

ServiceNow

Microsoft 365

Zoom

Job description

Employer: An MSP company located in Burbank, California, USA

Work Setup:Remote

Working schedule:Night shift

Salary: $1,200 - $1,300 monthly

Benefits:

• 13th Month Pay
• HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
• Personal Time Off (After a 90-day probationary period)

Client Overview:

Our client is an Information Technology and Services organization that specializes in providing on-site computer support solutions for a wide range of corporate clients (including enterprise, medium, and small businesses). Based in Southern California, it has regional offices across the United States.

Requirements:

• Strong Customer Service Skills
• Excellent oral/written communication skills
• Through understanding of computers (both Windows & MAC OSX preferred)
• Experience with email systems and basic understanding of Active Directory & Network troubleshooting is required
• Support of enterprise applications (proprietary or otherwise) is desired
• One year's experience working on a help desk is required

Duties & Responsibilities:

• Process incidents and requests via telephone and email
• Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources
• Monitor the unassigned ticket queue and follow up on assigned tickets every 24 hours
• Identify and escalate tickets to TTI management or appropriate support groups when needed
• Document issues and troubleshooting steps concisely in the ticketing system
• Follow up on open issues with escalation groups to provide updates to the customer
• Basic support and troubleshooting such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support groups
• Familiarity with common software installations (i.e. Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps
• Analyze information about the users issues and determine the best way to resolve these issues
• Provide support on Level 2 and Level 3 issues where configuration solutions have already been documented

Technology knowledge and support experience required:

• High Proficiency in providing support and troubleshooting Windows 10 and Mac OSX
• Microsoft 365: Active Directory, Outlook, Excel, Word
• ITSM Ticketing System: ServiceNow, Connectwise
• Collaboration Tools: Teams, Slack, or Zoom
• Contact Center / Call Center VOIP: 8x8, Cisco, Mitel

A plus to have knowledge and support experience with:

• Microsoft 365 Admin Center
• Azure Active Directory
• Exchange Admin Center
• Endpoint Manager Admin Center
• JAMF