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

📋 Description

• Oversee and perform initial assessment of all incidents and requests to identify necessary support.

• Supervise NOC ticket boards for monitoring alerts and manage incoming notifications.

• Utilize best-practice troubleshooting methods to pinpoint issues, investigate causes, and propose solutions.

• Record incidents, requests, and alerts in the Autotask ticketing system; document actions taken and follow up on any deferred actions.

• Keep clients updated on the progress and status of calls/tickets throughout the resolution process.

• Work collaboratively with clients and colleagues to diagnose and resolve issues.

• Ensure accurate ticket statuses are maintained in the queue.

• Troubleshoot, analyze, resolve, track, escalate, and document incidents, requests, and alerts.

• Aim to resolve incidents and alerts on first contact when feasible using remote desktop control and other relevant tools.

• Address customer issues within SLA MTTR timeframes or escalate according to established procedures.

• Diagnose issues through user discussions utilizing recognition, research, isolation, and resolution strategies.

• Assist and engage in assigned new projects.

• Respond to users in a professional manner, ensuring that replies are technically accurate, properly documented, updated, and closed in accordance with SLAs.

• Maintain NOC metrics and KPIs.

⛳️ Requirements

• At least 2 years of experience in a Helpdesk / IT Support Center.

• Strong understanding of computer hardware/software, mobile devices, operating systems, and network-related technologies.

• Exceptional verbal and written communication abilities, phone etiquette, data entry skills, and interpersonal skills.

• Must possess a customer-centric and service-oriented approach, with attention to detail, multitasking capabilities, and a commitment to professionalism.

• Availability for a flexible schedule from Monday to Sunday.

• Microsoft Certified Professional, CompTIA A+, and/or HDI certifications are advantageous.