IT Helpdesk Tier 2

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the primary point of escalation for customers seeking technical support via phone or email.

• Conduct remote troubleshooting using diagnostic methods and relevant inquiries.

• Identify the most effective solution based on the customer's issue and provided details.

• Guide the customer through the problem-solving procedure.

• Elevate unresolved issues to the next level of support when necessary.

• Supply precise information regarding IT products or services.

• Log events, issues, and their resolutions in the ticketing system.

• Manage client tickets and leverage team resources to ensure client satisfaction and meet ticket metrics.

• Represent the company in a professional manner to all stakeholders, including customers, prospects, and external vendor partners.

• Uphold and demonstrate commitment to the company's Core Values.

• Detail-oriented and process-focused.

• Perform other assigned duties as required.

⛳️ Requirements

• A minimum of 4 years of full-time experience in a technology solutions environment.

• Experience in a Tier 2 support role within a similar setting.

• Exceptional written and verbal communication abilities.

• Familiarity with office automation products, databases, and remote control technologies.

• Solid understanding of computer systems, mobile devices, and other technical products.

• Strong decision-making and problem-solving skills.

• Excellent interpersonal and relationship-building abilities.

• Deep passion for customer service.

• Outstanding organizational skills with the capacity to manage multiple tasks simultaneously.

• Quick learner in a fast-paced environment.

• Proficient in English.

• Experience with Windows Desktop Operating Systems (Windows 7-10).

• Familiarity with Microsoft Office Applications (Word, Excel, etc.).

• Experience working with a ticketing and time management system.

• Certifications such as Microsoft MCP Windows 10, Microsoft MCP Office 365, COMPTIA A+, or equivalent experience.

🏝️ Benefits

• Full-time remote position.

• Work from home Monday to Friday.