Technical Support SpecialistHireArchi • Metro Manila, Philippines
Technical Support Specialist
HireArchi • Metro Manila, Philippines
30+ days ago
Job descriptionReview and prioritize incoming tickets through HaloPSA daily Perform ticket triage to determine urgency, complexity, and appropriate resource allocation Dispatch tickets to appropriate team members and third-party service desk partners Manage personal ticket queue while maintaining oversight of team workload distribution Provide technical support through AI chatbot interface as primary communication method Handle client phone calls for complex issues requiring verbal communication Deliver clear, professional communication to clients across various business sizes (5-500+ employees) Ensure timely response and resolution of client issues Manage and troubleshoot Microsoft 365 environments including user provisioning, licensing, and configuration Handle identity management tasks including Microsoft Entra ID administration and user access control Configure and manage Microsoft Intune for device management and security policies Resolve day-to-day support issues, including : Printer configuration and troubleshooting Password resets and account lockouts Software installation and configuration issues Email and collaboration tool problems Network connectivity issues Interface with third-party outsourced service desk teams Route complex tickets to specialized team members Act as a liaison between clients and internal technical teams Maintain documentation and knowledge base updates 3-5+ years of experience in IT support or managed services environment Strong proficiency with Microsoft 365 suite (Exchange Online, SharePoint, Teams, OneDrive) Experience with Microsoft Entra ID and identity management Hands-on experience with Microsoft Intune for device management Proficiency with PSA and RMM tools (HaloPSA and NinjaRMM experience preferred) Strong troubleshooting skills across Windows environments Understanding of networking fundamentals and common business applications Microsoft certifications, particularly in security-focused areas (MS-500, SC-200, SC-300, etc.) Experience with AI-powered support tools and chatbot platforms Previous supervisory or team lead experience Knowledge of cybersecurity best practices and compliance requirements Experience supporting diverse business environments (5-500+ employees) Excellent written communication skills for chat-based support Strong verbal communication skills for phone support Ability to explain technical concepts to non-technical users Professional demeanor when interacting with clients Self-motivated with strong time management and organizational skills Ability to work independently while being part of a collaborative team Strong critical thinking skills to analyze complex technical issues Ability to troubleshoot problems methodically and think outside the box Capable of making sound decisions under pressure with limited information Proactive approach to identifying potential issues before they impact clients
Employer : An MSP company located in Las Vegas, Nevada.
Work Setup : Remote
Working Schedule : Monday - Friday (Pacific Standard Time)
Salary : $1,400 - $1,600
Benefits :
- Govt Contribution Allowance
- PTO Credits
- 13th Month Pay
Position Overview
Our parent company, Agilitec IT, is seeking a skilled Technical Support Specialist to join our growing managed services team. This client-facing role combines technical expertise with excellent communication skills to deliver exceptional IT support through our AI-powered chat platform and direct phone support. The ideal candidate will be a self-managed professional capable of ticket triage, dispatch, and resolution while interfacing with clients ranging from small businesses to enterprise-level organizations.
Key Responsibilities
Ticket Management & Triage
Client Support & Communication
Technical Support & Resolution
Team Coordination
Technical Skills
Preferred Qualifications
Communication & Soft Skills
Problem-Solving & Critical Thinking
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Technical Support Specialist • Metro Manila, Philippines
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