IT Support Technician

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

📋 Description

• Act as the primary contact for customers seeking technical support via phone or email.

• Conduct remote troubleshooting using diagnostic techniques and relevant questions for hardware and software-related issues.

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

• Guide customers through the problem-solving process.

• Escalate unresolved issues to higher-level support when necessary.

• Deliver precise information regarding IT products or services.

• Document events, issues, and resolutions in the ticketing system.

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

• Collaborate with end users to implement solutions for cloud-based platforms and infrastructure.

• Provide support for O365/Citrix, cloud, and server-based enterprise products from a help desk perspective.

⛳️ Requirements

• At least 3 years of full-time experience in a technology solutions environment.

• Outstanding written and verbal communication skills.

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

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

• Strong decision-making and problem-solving skills.

• Excellent interpersonal and relationship-building abilities.

• Deep passion for customer service.

• Exceptional organizational skills with the capability to manage multiple tasks simultaneously.

• Ability to learn promptly in a dynamic environment.

• Experience with Windows Desktop Operating Systems (Windows 11) is preferred.

• Familiarity with Microsoft Office Applications – O365 (Word, Excel, etc.) from a user's perspective is preferred.

• System Administrator experience with Azure, Admin Portal, O365 Admin, SCCM, Intune, Virtual Technology, Citrix, Azure AD, and Company Portal is preferred.

• Basic networking and command line skills are preferred.

• PowerShell skills are desired but not mandatory.

• Microsoft MCP Windows 11, Microsoft MCP Office 365, CompTIA A+ or related experience, Azure Administrator Associate, or Azure Fundamentals are desired but not mandatory.

🏝️ Benefits

• Work from home.

• Full-time position.