Technology Support Specialist

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

📋 Description

• Handle incoming support requests through phone, email, or a ticketing system.

• Generate comprehensive and precise service tickets that include necessary metadata: Requester’s name, Client company, Callback number, Detailed problem description, and Perceived priority level.

• Determine initial priority level according to Service Desk classifications (Emergency/Medium/Low).

• Recognize incomplete or absent information and reach out to the requester before escalation.

• Direct tickets to the relevant queues or escalate to T2/T3 if the estimated resolution time exceeds 15 minutes or if the issue is beyond the scope.

• Oversee pending tickets, follow up with end users, and ensure timely progress.

• Conduct first-level remote diagnosis and resolution for issues related to workstation performance, login/authentication, Microsoft 365, printer/queue errors, browser issues and configurations, network connectivity, and basic user account problems.

• Record all troubleshooting activities, including details of the resolutions provided.

• Provide prompt, courteous, and professional assistance to all clients.

• Keep users updated on ticket status, next steps, and anticipated timelines.

• Embody the Company’s values and service culture in all interactions.

• Reset passwords, unlock accounts, manage basic directory tasks, configure Outlook profiles, troubleshoot mail flow, assist with email resets, and collaborate with internal teams and third-party vendors as necessary.

• Follow all Service Desk protocols, including service desk hours, after-hours policies, and confidentiality of client information.

⛳️ Requirements

• Experience in Managed Service Provider (MSP) settings.

• Proficiency with ConnectWise PSA.

• Proficiency with ConnectWise RMM.

• Experience providing remote help desk or service desk support (including Network connectivity, Printer/print queue issues, User authentication, password resets, Profile issues, and user configurations).

• Strong troubleshooting abilities in Windows and macOS 7 Layer OSI Network Model.

• Familiarity with the M365 environment (Outlook, Teams, SharePoint Online).

• Excellent communication and customer service skills.

• Strong attention to detail and documentation practices.

• Ability to work independently in a remote environment.

• Knowledge of UniFi, Meraki, and SonicWall network hardware and software.

• Experience with Business-Grade AntiVirus.

• Familiarity with EndPoint Detection & Response (EDR) solutions.

• Knowledge of Managed Detection & Response (MDR) solutions.

• Familiarity with Email Anti-Phishing & Response Solutions.

• Experience with Dark Web Monitoring tools.

• Knowledge of Vulnerability Management solutions.

• Familiarity with Password Management tools.

• Understanding of SASE and Zero Trust solutions.

• Proficiency with web browsers (Edge, Chrome, Safari, Firefox).

• Familiarity with common third-party applications (e.g., Adobe).

• Experience with smartphones and mobile devices (Android, iOS).

• Knowledge of Security Awareness programs.

• Familiarity with SaaS Backup platforms.

🏝️ Benefits

• Reliable internet connection suitable for VoIP and remote support.

• Quiet and professional home-office environment.

• Long-term work-from-home arrangement.