Service Desk Technician 2

This is a remote position.

• Service Desk Support
  
• Answer incoming Service Desk calls and emails.
  
• Create tickets and collect basic client information such as:
  

• Company information.
  
• User.
  
• Issue.
  
• Who’s affected.
  

• Perform intermediate Service Desk troubleshooting and support services:
  

• Password resets.
  
• Add/Remove O365 licenses.
  
• Fix broken mapped network drives.
  
• Add/remove PC user (Local/Domain).
  
• Operating systems.
  
• Add printers (Local and Networked).
  
• Install client-side software.
  
• Troubleshoot client-side network connections.
  
• Office 365 troubleshooting
  
• Setup email on mobile devices.
  

• Perform intermediate Service Desk Troubleshooting
  

• Restore files.
  
• Review application issues.
  
• Identify and address network outages.
  
• Troubleshoot group policies.
  
• Troubleshooting site-to-site and point-to-site VPN issues.
  
• Address network connectivity issues.
  
• Review server space issues.
  
• Adding, updating, and maintaining client runbook service information.
  

• Technical Guidance:
  

• Act as Service Desk tier I escalation point.
  
• Provide technical guidance and training.
  
• Supports and facilitates incident management.
  
• Collaborates with proper stakeholders to oversee service performance and ensures efficient and effective client support.
  
• Client Engagement:
  
• Interact with clients and address their concerns.
  
• Collaborate with account management and other stakeholders to improve service delivery and identify potential opportunities.
  

• Other duties, as assigned.
  

• MSP experience
  
• A high school diploma or GED equivalent is required.
  
• Minimum of 5 years of experience in a Service Desk or IT support position.
  
• CompTIA A+, Net+, Sec+ Certifications preferred.
  
• Strong networking knowledge.
  
• Ability to problem solve and troubleshoot.
  
• Familiar with Windows Server.
  
• Excellent verbal and written communication skills.
  
• Detail-oriented and organized.
  
• Ability to multitask and excellent time management skills.
  
• Work as a proactive team member in an office setting.
  
• Fast-paced learner with 1-2 week training period.
  
• Working knowledge of Microsoft O365 email and office.
  
• Working knowledge of Microsoft Windows.
  
• Ability to work nights and weekends, as determined.
  

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.
  

Benefits

• Full Philippine Statutory Benefits
  
• 13th month Pay
  
• De Minimis Allowance
  
• Night shift differential pay
  
• PTO
  
• Health insurance
  
• Life insurance - (maximum of PHP 3M coverage)
  
• Equipment