Support Technician, US Shift

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

📋 Description

• Deliver frontline technical support for desktops, laptops, peripherals, printers, mobile devices, user accounts, and access-related issues.

• Diagnose and resolve Windows, Microsoft 365, Azure AD, and basic network or server-related challenges.

• Record, update, and address tickets with comprehensive notes and appropriate urgency.

• Assist with authentication, authorization, and password reset concerns with a composed approach.

• Document solutions and troubleshooting procedures to prevent future recurrence of similar issues.

• Escalate intricate problems to senior support or engineering, providing adequate context and details.

• Offer support to US-based employees and systems during US business hours while working a graveyard shift from Manila.

• Maintain clear, calm, and human communication, even when the situation resembles a minor crisis.

⛳️ Requirements

• Minimum of 1 year of experience in technical support or customer service.

• Strong troubleshooting abilities across hardware, software, and end-user support.

• Familiarity with Windows Server, Active Directory, Azure AD, DNS, DHCP, or Microsoft 365 is highly advantageous.

• Proficient in supporting printers, mobile devices, and basic networking challenges.

• Effective written and verbal communication skills.

• A composed, solution-oriented mindset when others may be stressed over issues that could be due to a simple cable.

• Flexibility to work graveyard shifts, weekends, rotating schedules, holidays, and overtime as necessary based on business requirements.

• Preferred certifications include CompTIA A+, Network+, or Microsoft AZ-900, though not mandatory.

🏝️ Benefits

• HMO from day 1 + 1 dependent with dental coverage.

• Complimentary Uprise access with 1:1 coaching.

• 10 paid study days per year, with exam fees covered, and salary increases for certifications (conditions apply).

• 25 paid leave days each year.

• Employee referral program offering ₱20,000.

• MVP award worth ₱10,000.

• Participation in social events, including End-of-FY and Christmas celebrations.

• Loyalty bonuses*.

• Work setup: Primarily remote, with occasional office visits based on business needs.*