Service Desk Technician Tier 1

This is a remote position.

Summary

The Service Desk Technician I is responsible for providing remote technical support to users efficiently and accurately. The Service Desk Technician I is the front line, and responsible for solving basic technical problems.  The Service Desk’s objective is to quickly identify and resolve basic customer technology issues.

Job Responsibilities

•  Answer incoming Service Desk calls and emails.
• Create tickets and collect basic client information such as:

O   Company Information.

O   User.

O   Issue.

O   Who’S Affected.

• Perform basic Service Desk troubleshooting and support services:

O   Password Resets.

o   Add/Remove O365 licenses.

o   Fix broken mapped network drives.

o   Add/remove PC user (Local/Domain).

O   Operating Systems.

o   Add printers (Local and Networked).

o   Install client-side software.

o   Troubleshoot client-side network connections.

o   Office 365 troubleshooting

o   Setup email on mobile devices.

o   Adding, updating, and maintaining client runbook service information as needed.

·       Other duties, as assigned.     

• MSP experience      
• A high school diploma or GED equivalent is required.
• Minimum of 3 years of experience in a Service Desk or IT support position.
• Fundamental networking knowledge. 
• Ability to problem-solve and troubleshoot.
• Familiar with Windows Server.
• Excellent verbal and written communication skills.
• Detail-oriented and organized.
• Ability to multitask and exhibit excellent time management skills.
• Work as a proactive team member in an office setting.
• Ability to work nights and weekends, as determined.
• Fast-paced learner with a 1–2-week training period.
• Strong note taking and technical detail capture

Job Requirements

• Should be willing to accept a long-term work-from-home arrangement
• Should be amenable to a permanent night shift schedule

Benefits

• Full Philippine Statutory Benefits
• 13th Month Pay
• De Minimis Allowance
• Night Shift Differential Pay
• Paid Time Off (PTO)
• Health Insurance
• Life Insurance (maximum of PHP 3M coverage)
• Company-Provided Equipment