Service Desk Agent - Level 1
HireArchiMetro Manila, Philippines30+ days ago
Job descriptionStrong Customer Service Skills Excellent oral / written communication skills Through understanding of computers (both Windows & MAC OSX preferred) Experience with email systems and basic understanding of Active Directory & Network troubleshooting is required Support of enterprise applications (proprietary or otherwise) is desired One year's experience working on a help desk is required Process incidents and requests via telephone and email Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources Monitor the unassigned ticket queue and follow up on assigned tickets every 24 hours Identify and escalate tickets to TTI management or appropriate support groups when needed Document issues and troubleshooting steps concisely in the ticketing system Follow up on open issues with escalation groups to provide updates to the customer Basic support and troubleshooting such as password resets, printer configurations, break / fix instructions, ticket routing, and escalation to Level 2 and Level 3 support groups Familiarity with common software installations (i.e. Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps Analyze information about the users issues and determine the best way to resolve these issues Provide support on Level 2 and Level 3 issues where configuration solutions have already been documented High Proficiency in providing support and troubleshooting Windows 10 and Mac OSX Microsoft 365 : Active Directory, Outlook, Excel, Word ITSM Ticketing System : ServiceNow, Connectwise Collaboration Tools : Teams, Slack, or Zoom Contact Center / Call Center VOIP : 8x8, Cisco, Mitel Microsoft 365 Admin Center Azure Active Directory Exchange Admin Center Endpoint Manager Admin Center JAMF
Employer : An MSP company located in Burbank, California, USA
Work Setup : Remote
Working schedule : Night shift
Salary : $1,200 - $1,300 monthly
Benefits :
- 13th Month Pay
- HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
- Personal Time Off (After a 90-day probationary period)
Client Overview :
Our client is an Information Technology and Services organization that specializes in providing on-site computer support solutions for a wide range of corporate clients (including enterprise, medium, and small businesses). Based in Southern California, it has regional offices across the United States.
Requirements :
Duties & Responsibilities :
Technology knowledge and support experience required :
A plus to have knowledge and support experience with :
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Service Desk Agent • Metro Manila, Philippines
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