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

📋 Description

• The main duty involves handling a significant number of incoming phone calls from clients and conducting initial troubleshooting on tickets.

• You will aim to resolve tickets during the first call, while also being capable of identifying when an issue requires escalation to a Network Administrator or another support resource.

• Additional relevant tasks may be assigned as needed.

⛳️ Requirements

• A minimum of 4 years of pertinent experience, which can include roles such as Help Desk Technician, Help Desk Analyst, or Tier 2 (or similar) in a structured environment.

• Strong troubleshooting abilities with IT and related hardware and software components, including PCs, laptops, servers, firewalls, switches, routers, hard drives, and Windows operating systems.

• Prior experience delivering both onsite and remote/phone support in a dynamic, high-volume setting.

• Familiarity with and experience working within the IT managed services provider business model, especially in an IT support capacity.

• Proficiency with ConnectWise, Kaseya, or other comparable MSP tools and software.

• Knowledge and experience utilizing Microsoft Office 365, Microsoft Azure, and other cloud service offerings.