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Technical Support Specialist

HireArchiMetro Manila, Philippines

30+ days ago

Job description

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

Review 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

Client Support & Communication

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

Technical Support & Resolution

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

Team Coordination

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

Technical Skills

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

Preferred Qualifications

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)

Communication & Soft Skills

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

Problem-Solving & Critical Thinking

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

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Technical Support Specialist • Metro Manila, Philippines

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