IT Service Desk Technician

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

📋 Description

• Responds to, assesses, and prioritizes incoming requests for assistance via telephone, voicemail, email, and in-person from users encountering issues with hardware, software, networking, and other computer-related technologies.

• Assembles and configures network components along with their associated services.

• Configures and sustains basic network operations, including the assembly of network hardware, while providing support to the Service Desk Administrator.

• Conducts network troubleshooting to identify and diagnose common network issues.

• Installs upgrades and configures network printing, directory structures, permissions, security, software, and file services.

• Creates and manages user accounts within the Active Directory, Terminal Server, and CCH Document.

• Collaborates with the System Administrator or Service Desk Coordinator regarding hardware issues, researching problems and identifying solutions.

• Assists the System Administrator with data backup procedures.

• Monitors the service desk ticket database of the Internal Technology Department and addresses submitted customer service tickets.

⛳️ Requirements

• Bachelor's degree; or a minimum of 5 years of relevant experience and/or training; or a suitable combination of education and experience.

• Must be willing and able to work evenings or weekends for network maintenance, software updates, and on-call support as necessary.

• Over 5 years of experience with Microsoft Office 365.

• More than 5 years of experience with Microsoft Windows 10 & 11.

• At least 3 years of experience with CCH Applications (CCH Axcess and/or CCH ProSystem fx user support).

• Proficiency in Active Directory.

• Experience with Remote Support Tools.

• Understanding of Network Fundamentals.

• Basic troubleshooting skills in TCP/IP, DNS, and DHCP.

• Knowledge of OS installation, upgrades, recovery, and user and group account management.

• Familiarity with ticketing systems such as ServiceNow or FreshService.

• Excellent communication skills, strong problem-solving capabilities, effective time management, adaptability to changing demands, and a collaborative approach to teamwork.

🏝️ Benefits

• WFH TECHNICAL REQUIREMENTS: Minimum Internet Speed: 50-100 Mbps

• Dedicated Home Office Area: Private, quiet workspace

• Business Continuity Plan: Power and Internet Backup is a MUST