Support Services Technician I – Tier 1

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

📋 Description

• Deliver front-line technical assistance through phone, email, portals, and remote tools while adhering to established SLA targets.

• Diagnose and resolve issues pertaining to desktops, laptops, printers, mobile devices, and essential business applications associated with Health Care systems.

• Precisely log, classify, and document all service requests in ConnectWise.

• Execute routine service desk functions such as account provisioning, password resets, and access management.

• Efficiently identify issues and drive their resolution or escalation based on priority and impact.

• Comply with specified SLA response and resolution targets according to ticket priority (P1–P4).

• Maintain clear, professional, and empathetic communication with clients throughout the ticket lifecycle.

• Escalate complex or high-impact issues to Tier 2 or specialized teams when necessary.

• Contribute to the knowledge base by creating articles and supporting knowledge-centered service practices.

• Follow up on tickets to ensure complete resolution and a positive customer experience.

• Ensure adherence to HIPAA, security, and compliance standards in all interactions.

⛳️ Requirements

• A high school diploma is required; an Associate’s or bachelor’s degree in IT or a related field is preferred.

• At least 6 months of IT support experience (preferably in a service desk or help desk setting), with MSP experience being highly preferred.

• Proficient knowledge of Windows, macOS, and Microsoft 365 environments.

• Basic understanding of networking principles (DNS, DHCP, VPN).

• Strong troubleshooting abilities and a solid technical aptitude.

• Exceptional verbal and written communication skills.

• A customer-service-oriented mindset with patience, professionalism, and accountability.

• Familiarity with ITSM/ITIL concepts and ticketing systems is preferred.

• Capability to work within structured processes and meet performance expectations.

🏝️ Benefits

• Predictable service delivery.

• Continuous improvement.

• Strong team culture.

• Exceptional client experience.