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Service Desk Agent - Level 1

Service Desk Agent - Level 1

HireArchiMetro Manila, Philippines
30+ days ago
Job description

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 :

  • Strong 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

    • Duties & Responsibilities :

  • 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

    • Technology knowledge and support experience required :

  • 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

    • A plus to have knowledge and support experience with :

  • Microsoft 365 Admin Center
  • Azure Active Directory
  • Exchange Admin Center
  • Endpoint Manager Admin Center
  • JAMF
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    Service Desk • Metro Manila, Philippines