IT Technical Support Specialist

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

📋 Description

• Diagnose and resolve issues related to Windows devices, Microsoft 365, network infrastructure, and VoIP systems.

• Act as the primary technical authority and reliable partner for clients.

• Oversee client communication, building rapport, managing expectations, and ensuring successful outcomes.

• Organize and prioritize the ticket queue effectively.

• Manage warm transfer escalations proficiently.

• Develop and enhance knowledge-base documentation.

• Act as a liaison between clients and vendors to facilitate incident resolution.

• Participate in weekly meetings and contribute to team-led training sessions.

• Maintain accountability, deliver proactive service, and provide high-quality customer support.

⛳️ Requirements

• Practical experience in troubleshooting, configuring, and managing Microsoft technologies.

• Familiarity with Windows Server, Active Directory, and Group Policies.

• Strong background in Microsoft 365, Hyper-V, DNS, and DHCP.

• Understanding of advanced networking concepts.

• Capability to troubleshoot firewalls, switches, and Wi-Fi connections.

• Exceptional customer service skills with the ability to build trust and handle challenging situations.

• Experience in creating internal documentation.

• Proficiency with Remote Access Solutions such as Remote Desktop and RemoteApps.

• Willingness to learn and a collaborative mindset.

• Availability to work from 9 am to 6 pm EST (New York City time zone).

🏝️ Benefits

• Access to top-tier tools and valuable documentation.

• Team-led training and exposure to innovative technology.

• Opportunities for professional advancement.

• Support for your career development.

• A collaborative team environment.

• Employee suggestions can influence company processes.