Support Technician – Service Desk

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

📋 Description

• Act as the primary contact for both on-site and remote users regarding their inquiries and issues.

• Function as the initial line of defense for technical incidents and service requests.

• Ensure adherence to IT, Facilities, and Helpdesk policies and protocols.

• Deliver prompt first-level support across various departments.

• Convert technical jargon into simple, understandable language for end-users.

• Provide first-level assistance for PCs, desktop hardware, software, and Ethernet networking technologies.

• Diagnose issues with networked and stand-alone printers.

• Address basic network connectivity problems, including TCP/IP, IP networking, and mobile device concerns.

• Facilitate communication between end-users and tier-2/3 resolution teams.

• Monitor system alerts and notifications utilizing tools such as SolarWinds Orion.

• Implement and oversee Global OPCON escalation protocols during site or center outages.

• Collaborate effectively with both technical and non-technical staff as well as internal teams.

• Address client inquiries and provide step-by-step assistance.

• Record helpdesk calls and email requests in the ticketing system.

• Manage service tickets within work queues and ensure completion within established SLAs.

• Execute other assigned duties and responsibilities.

⛳️ Requirements

• Bachelor’s degree in Information Technology or a related field.

• Solid understanding of PC and peripheral hardware.

• Proficient knowledge of Microsoft Windows OS and desktop application software.

• Basic understanding of networking concepts, including TCP/IP and IP networking.

• Experience or knowledge in troubleshooting both networked and stand-alone printers.

• Familiarity with mobile device issues (smartphones/tablets).

• Capability to identify root causes, evaluate potential solutions, and resolve problems using standard troubleshooting methods.

• Proficient in collecting, comparing, and assessing data from various sources using a structured and methodical approach.

• Ability to gather, organize, and store relevant IT data and reports in both printed and electronic formats.

• Excellent verbal and written communication skills.

• Skilled in working with both technical and non-technical personnel at all organizational levels.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and training.

• Flexible work hours and remote work options.

• Supportive and inclusive work environment.