IT Support Associate

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

📋 Description

• Serve as the main contact for U.S.-based employees at a Quick Service Mexican Grill.

• Offer technical assistance for store equipment, such as POS systems, hardware, printers, and scanners.

• Diagnose and resolve network and company system issues.

• Execute remote troubleshooting utilizing diagnostic techniques and relevant inquiries.

• Record incidents and their resolutions.

• Enhance the knowledge base as necessary.

• Deliver customer support to internal team members via inbound calls and back-office tasks.

• Identify and remedy issues within established guidelines and procedures.

⛳️ Requirements

• 1-2 years of experience at least at Tech Level 2 in a BPO environment.

• Experience in an IT service desk role is advantageous.

• Strong technical skills in hardware and networking.

• Solid understanding of security best practices in a regulated industry.

• Preference for experience with network troubleshooting tools like Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc.

• Experience with POS troubleshooting is a plus.

• ALOHA experience is beneficial.

• Excellent English communication skills, both written and verbal.

• Must operate a licensed Windows computer with a serial number; customized, jailbroken, or homemade devices are not permitted.

• Strong wired internet connection is required.

• A Windows computer equipped with a functional webcam.

• A working headset with a microphone; speakers are not allowed during calls.

• Willingness to install CrowdStrike on personal computer/laptop.

• Required to install third-party screen-capture software and dependencies: Microsoft Windows Installer 2.0 or later, Microsoft Visual C++ 2019 Redistributable 32-bit, and Microsoft .NET Framework 4.6.2 or 4.7.x.

• Must download DUO Mobile for multi-factor authentication.

• Minimum download speed of 100 Mbps with latency (RTT) under 200 ms.

• Windows Intel Core i5 11th generation or newer / AMD Ryzen 5 5000 series or newer.

• Operating on Windows 11.

• 16 GB RAM.

• 256 GB storage.

🏝️ Benefits

• A fully remote working environment.

• Competitive salary.

• Comprehensive training on our products and services.

• Opportunities for career development, including internal promotions.

• A positive and expanding workplace culture that emphasizes diversity and inclusivity.