Helpdesk Technicians - T1, T2, T3

ABOUT THE ROLE: 
A Helpdesk technician’s primary focus is timely problem resolution according to the company's defined SLAs for all customer users regarding network, hardware, software, and application issues. The IT Helpdesk Technician will communicate regularly with the company's Help Desk Managers and interact frequently with other tea ---------- mbers.

RESPONSIBILITIES: 
In this role, you will get to...

-Provide technical assistance and support over the phone or via email for incoming queries and issues related to customers' computer systems, software, and hardware.
-Depending on experience, provide Tier 1, Tier 2, or Tier 3 contact and problem resolution.
-Draft procedural documents for support issues that are missing from the company's Knowledge as they arise.
-Utilize exceptional Customer Service skills
-Perform remote PC setup and deployment for customer users
-Create user accounts in Active Directory and Exchange
-Troubleshoot and resolve small office printer/copier issues
-Troubleshoot and resolve small office and workstation network issues
-Troubleshoot and resolve scanning issues (FTP, scan-to-email)
-Troubleshoot and resolve browser-based issues (Chrome, Safari, Edge)
-Troubleshoot desktop hardware components
-Provide accurate and timely resolution of computer and phone issues
-Provide technical assistance and basic training to computer and phone system users
-Perform basic network troubleshooting to isolate and diagnose common network problems
-Maintain communication with internal team during the problem resolution process
-Utilize strong decision making and judgement to escalate problems and follow escalation protocols
-Liaise with vendors for timely issue resolution and maintain strong vendor relationships to ensure seamless service.
-Troubleshoot networking and IT infrastructure issues, including routers, switches, firewalls, and other related hardware to ensure consistent and reliable connectivity for all users.
-Exhibit a strong desire to stay up to date with the latest technologies and utilizing them to alleviate common problems
-Perform other duties as assigned

REQUIREMENTS: 
On day one, we will expect you to...
-Be able to work in one of these shifts:
-Shift One: 11:00pm - 8:00am Philippine Standard Time, M-F
-Shift Two: 11:00pm - 8:00am Philippine Standard Time, Saturday & Sunday
-Have excellent written and verbal communication skills
-Have 2+ years experience in providing help desk support to customers for computer networks and systems maintenance
-Have experience with Helpdesk ticketing systems (Datto/Kaseya a huge plus!)
-Have experience with remote support applications (Datto/Kaseya a huge plus!)
-Have knowledge of Microsoft Office, O365 Platform, Safari
-Have Active Directory administration experience — creating/disabling users, distribution/security groups
-Have an understanding of Windows security permissions and maintenance techniques
-Be a current resident of the Philippines and can perform work from there

APPLY HERE:
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