Service Desk Engineer, Level 1

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

📋 Description

• Diagnosing and resolving PC and Mac issues through remote access or occasional in-person visits.

• Addressing problems related to Microsoft Office 365 and Google Suite.

• Maintaining and updating IT documentation and support tickets for clients.

• Liaising with vendors on behalf of clients as needed.

• Conducting secure data deletion on hard drives.

• Resolving malware and virus-related issues on both Macs and PCs.

• Managing ticket routing and escalating issues to Level 2 and Level 3 support when necessary.

⛳️ Requirements

• At least 3 years of experience in IT support within a business environment.

• A minimum of 3 years of remote/help desk experience, preferably in a managed IT service setting.

• Proficient in troubleshooting and resolving hardware, software, operating system, email, printing, and network issues for both PC and Mac.

• Strong knowledge of both Mac OS and Windows operating systems.

• Extensive experience with Microsoft Office 365 and Google Suite applications.

• High level of proficiency in Microsoft Word, Excel, PowerPoint, and SharePoint (both Desktop & Online).

• Moderate experience with Active Directory and Azure AD.

• Experience in setting up, configuring, and resolving sync issues for iPhones and Android devices.

• Competence in virus and malware removal and prevention strategies.

• Familiarity with IT service ticketing systems and the creation of IT documentation.

• Excellent verbal and written communication skills.

• Ability to work both independently and collaboratively within a team.

• Dependable, punctual, personable, and focused on customer service.

• Capability to manage multiple tasks and handle a variety of IT issues with differing timelines and priorities.

• Composure and patience when providing phone-based tech support and during potential onsite visits.

• Strong writing skills to document completed work and create/maintain IT documentation for clients.

• Energetic and able to transition quickly between different jobs and tasks.

• Eagerness to learn, both independently and on the job.

🏝️ Benefits

• Monthly financial bonus in addition to base salary.

• Maxicare HMO coverage for the employee and up to 2 dependents.

• De Minimus Utility Stipend provided.

• 13th Month Pay offered.

• 15 days of Paid Time Off (PTO).

• Additional week of PTO after 4 years of service.

• Provision of laptop, monitors, and peripherals for work.