Service Desk Specialist

NetCov; Angeles; Remote; PHP 240.000 - 420.000; Teilzeit

Zusammenfassung

NetCov is seeking a Service Desk Specialist to deliver Tier 1 support remotely for US clients. The role focuses on desktop, software, and peripheral issue resolution, maintaining SLAs, and clear client communication.

You will collaborate with the Service Desk Team Lead to ensure high-quality service, documentation, and process improvements while supporting multiple client environments from PH-based home office resources.

Qualifikationen

• Foundational understanding of IT infrastructures and client/server models.
• Proficient in Windows and Mac OS with AD, DNS, DHCP, and Exchange/Office 365.
• Familiar with LAN/WAN, firewalls, and wireless solutions.

Aufgaben

• Provide direct, Tier 1 support to clients for desktop, app, and peripheral issues.
• Build and maintain strong client relationships and understand client environments.
• Manage client IT systems per SLAs and SOPs; update customer documentation.

Kenntnisse

IT infrastructures

Windows OS

Mac OS

Active Directory

DNS

DHCP

Exchange/Office 365

LAN/WAN connectivity

Ausbildung

Associate degree in IT

Tools

Ticketing system

Microsoft 365 Admin Center

Remote support tools

Jobbeschreibung

Employment: Remote Contractor
Company Base: US
Location: PH - Permanent WFH
Workstation: Equipment Provided

GENERAL DESCRIPTION:

The Service Desk Specialist role provides Tier 1 support to clients, addressing and resolving desktop hardware, software, and peripheral issues. As a key part of the support team, this role works directly with clients to ensure efficient and effective problem resolution. The Service Desk Specialist collaborates closely with the Service Desk Team Lead and other team members supporting tactical and operational needs specific to each client environment. This position is essential for maintaining high levels of client satisfaction by delivering effective solutions, clear communication, and setting reasonable expectations.

RESPONSIBILITIES AND DUTIES:

• 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 service level agreements (SLAs) and standard operating procedures (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.

SPECIFIC SKILLS:

• Foundational understanding of IT infrastructures, including client/server models, Windows and Mac OS, network protocols, virtualization, and endpoint security.
• Proficiency with Microsoft client operating systems, Active Directory, DNS, DHCP, Exchange/Office 365, and core desktop applications.
• Familiarity with LAN/WAN connectivity, firewalls, and wireless network solutions.

SOFT SKILLS:

• Experience with troubleshooting tools and techniques for endpoint and peripheral devices.
• Strong organizational skills with the ability to prioritize tasks effectively in line with client needs and SLAs.
• Excellent verbal and written communication abilities for effectively explaining technical issues to non-technical stakeholders.
• Active listening skills to fully understand and address client issues.
• High attention to detail for accurate documentation and record-keeping.

Certifications (Optional):

• Associate's Degree in Information Technology, Computer Science, Network Administration, or a related field (or equivalent work experience).
• 1-3 years of relevant IT support experience, particularly in roles involving client interaction and hands‑on troubleshooting.
• Industry certifications (e.g., CompTIA A+, Network+, Security+, Microsoft MCP, Cisco CCNA) are desirable.

Good to have:

Experience with the US IT industry or US client support