Senior Help Desk Technician

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

📋 Description

• Address Tier 2 / Tier 3 hardware, software, and procedural escalations for both internal and external clients through phone, in-person, and remote connectivity.

• Manage deployment, maintenance, and upgrades throughout the end-user device lifecycle for Windows and Mac desktops, laptops, mobile thin clients, and peripherals.

• Develop, implement, and sustain standardized device images while progressing towards zero-touch provisioning.

• Assist with file, folder, and account permissions, including password resets and unlocks, ensuring security-appropriate verification.

• Diagnose network, VPN, and remote-desktop issues in various environments.

• Explore root causes and document solutions in the ticketing system and reusable knowledge bases.

• Generate scripts, knowledge articles, and self-service solutions to decrease repetitive tickets and support workload.

• Keep precise asset inventory and ticket records.

• Guide junior technicians and facilitate device relocations within the office.

• Engage in the weekly after-hours on-call rotation and promote a cooperative team atmosphere.

⛳️ Requirements

• Bachelor's degree in Computer Science or a related discipline.

• 7–10 years of pertinent help desk / end-user support experience.

• Consistent work history.

• Practical experience with Windows 11, Microsoft 365, macOS, desktops, laptops, thin clients, imaging, peripherals, and remote-support tools.

• Proficient in managing permissions, password/account management, VPN, and remote desktop in varied networking settings.

• Familiarity with ManageEngine ServiceDesk Plus or other ITSM solutions like JSM.

• Capability to create automations, images, and knowledge resources that foster self-service.

• Experience utilizing Agentic AI tools for diagnosing and documenting issues.

• Strong communication skills and the ability to perform under pressure with minimal oversight.

• Willingness to provide follow-the-sun international support and off-hours coverage for US-based teams.

🏝️ Benefits

• Flexible remote work arrangement.

• Compensation for weekly after-hours on-call rotation as implied by role requirements.

• Inclusive and accessible recruitment process.

• Reasonable accommodations or adjustments provided during recruitment.