Technical I, Global Service Desk

Enigma; Filipinas; Presencial; PHP 300.000 - 420.000; Jornada completa

Descripción de la vacante

Enigma IT is seeking an experienced IT Help Desk professional to provide frontline support across the company. You will handle inquiries via phone, email, chat, and ticketing, resolving a range of hardware and software issues to keep operations running smoothly.

The role requires solid Windows/macOS knowledge, familiarity with Office 365 and Active Directory, and excellent communication. You must thrive in a fast-paced, global environment and manage multiple priorities.

Formación

• Experience in an IT help desk or service desk role.
• Strong knowledge of Windows and macOS.
• Familiarity with Office 365, Active Directory and remote access tools.
• Excellent problem-solving skills and ability to think under pressure.
• Strong written and verbal English, customer-focused.
• Ability to manage multiple priorities in a fast-paced environment.
• Complete mandatory training within the given timeframe.
• Participate in regular 1:1 meetings with manager and team.

Responsabilidades

• Provide Technical Support via phone, email, chat, and ticket across regions.
• Troubleshoot and resolve issues on desktops, laptops, mobiles, printers, VPN, and apps.
• Manage user accounts: password resets, provisioning, and permissions.
• Document and track all interactions in the ticketing system.
• Escalate complex issues to higher support levels with proper follow-up.
• Maintain the internal knowledge base with solutions and best practices.
• Collaborate with IT teams to ensure consistent support processes.

Conocimientos

IT help desk

Windows & macOS

Office 365

Active Directory

Remote access tools

Problem solving

Communication skills

Multi-priority management

Training compliance

1:1 meetings

Herramientas

Remote access tools

Descripción del empleo

Responsibilities

• Provide Technical Support: Respond to incoming support requests via phone, email, chat, and ticket, addressing IT issues and inquiries for employees across the company regions.
• Troubleshoot and Resolve Issues: Diagnose and solve common technical problems related to desktops, laptops, mobile devices, printers, VPN, Access related concerns and company-specific applications.
• Manage User Accounts: Handle user access, including password resets, account creation, and permissions management for various systems (e.g., Active Directory, O365, VPN).
• Document and Track: Accurately log all support interactions and resolutions in our ticketing system.
• Escalate Problems: Escalate complex or unresolved issues to next level of support or other specialized teams, ensuring a smooth transition and follow-up.
• Maintain Knowledge Base: Contribute to and maintain our internal knowledge base with up-to-date solutions, guides, and best practices.
• Collaborate with Teams: Work closely with other IT teams to ensure a consistent and effective support process.

Qualifications

• Proven experience in an IT help desk or service desk role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365, Active Directory, and remote access tools.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Outstanding communication skills, both written and verbal, English Proficient, with a customer-centric attitude.
• Ability to work in a fast-paced, global environment and manage multiple priorities.
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports