Technical Support Analyst - IT Helpdesk & Remote Support

Virtual Business Partners LLC

Cebu City

On-site

PHP 260,000 - 380,000

Full time

4 days ago

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Benefits offered by this job

HMO coverage with dental & optical

2-week paid Christmas vacation

Electricity & Data subsidies

25K Educational Assistance

Training and equipment provided

Fixed schedule: Mon-Fri 7 AM–4 PM

Job summary

Virtual Business Partners LLC is seeking a Technical Support Analyst to provide first-level technical support to MSP customers, troubleshoot issues, and ensure SLAs are met. You will handle incidents for Windows devices, MS 365 apps, and common business software, documenting steps and updating tickets.

Training and on-call duties may apply. You will work with Datto RMM, Autotask, and IT Glue, assisting with onboarding and support of end users while maintaining quality service in a fast-paced

Qualifications

First-level technical support for MSP customers.
Experience with Windows devices and Microsoft 365.
Familiarity with ITSM processes and documentation.

Responsibilities

Serve as first point of contact via phone, email, Teams, and ITSM channels.
Provide first-level troubleshooting for Windows devices and MS 365 apps.
Follow SOPs and maintain accurate ticket updates and communications.
Escalate complex issues to Level 2 engineers when needed.
Perform remote support using Datto RMM and document actions.

Skills

Technical support

Customer service

Troubleshooting

Windows OS

Microsoft 365

ITSM

Education

Associate degree in Information Technology

Bachelor's degree in Information Technology or related field

Tools

Datto RMM

Autotask

IT Glue

Job description

Training and on-call duties may apply. You will work with Datto RMM, Autotask, and IT Glue, assisting with onboarding and support of end users while maintaining quality service in a fast-paced

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