Offer summary

Qualifications:

Minimum of 3–5 years in a service desk or technical support role., A+ or Network+ certifications are advantageous., Strong communication and phone presence for excellent customer service., Proficiency in troubleshooting technical issues..

Key responsibilities:

Serve as the first point of contact for clients, prioritizing inbound calls.

Diagnose and resolve technical issues within a 30-minute window before escalating.

Manage Microsoft 365 accounts and licensing efficiently.

Utilize the ConnectWise ticketing system to log and resolve support requests.

Sourcefit is focused on providing custom offshore solutions. We help companies large and small to lower costs and increase productivity by providing highly-skilled, highly-motivated staff who can match the performance of onshore staff at a fraction of the cost. At Sourcefit, we understand that successful outsourcing requires more than just great staff. We are committed to working closely with you every step of the way to understand your goals and seamlessly transfer your business culture and successful business processes to an offshore environment. At Sourcefit there is never any obligation until you're comfortable you've found the perfect fit for your business needs. We offer various levels of operational and project management depending on your needs. You supply the vision and we handle the rest: from recruiting and pre–screening of candidates, providing all necessary office support, equipment and infrastructure, as well as end to end HR management.Established by Andy Schachtel, an American entrepreneur with over 20 years of experience in outsourcing both as a client and as a service provider, Sourcefit currently has over 1500 employees and is growing steadily. In light of this rapid growth, Sourcefit remains dedicated to preserving its entrepreneurial start-up spirit, actively nurturing innovation and agility in its operations, with branches in the Philippines, Armenia, the Dominican Republic, and South Africa. Above all, Sourcefit endeavors to make sure that each of our clients feel that they have our undivided attention and provide them with customized solutions that fit their business.Contact us today for a free consultation.Visit sourcefit.com to find out how our services can help you grow your business.For information and updates on outsourcing, offshoring, productivity and cost-effective business solutions, visit Sourcefit's official channels:http://www.sourcefit.comFacebook, Instagram, Twitter, Youtube, Tiktok: @SourcefitPH

Job description

Position Summary:

We are seeking a dedicated and customer-focused Tier 1 Service Desk Technician to join our team. This role involves providing first-line technical support by handling inbound calls, resolving issues promptly, and ensuring client satisfaction. The ideal candidate has a strong phone presence, excellent communication skills, and a proactive approach to troubleshooting and de-escalating concerns.

Job Details:

Work from Home

Mon - Fri 9 AM to 6 PM EST; or

Sat - Wed 12 PM to 9 PM EST

*Following US Holidays

Responsibilities:

Inbound Call Handling: Serve as the first point of contact for clients, prioritizing inbound calls and addressing issues promptly.
Troubleshooting: Diagnose and resolve technical issues within a 30-minute window before escalating to Tier 2 support.
Microsoft 365 Administration: Manage accounts and licensing efficiently.
Ticketing System Management: Utilize the ConnectWise ticketing system or a similar platform to log, monitor, and resolve support requests.
Client Concern De-escalation: Handle client concerns with professionalism and empathy to maintain satisfaction and trust.

Qualifications:

Minimum of 3–5 years in a service desk or technical support role (more experience is highly preferred).
A+ or Network+ certifications are advantageous.
Microsoft certifications are a plus.
A degree is not required; relevant experience and skills are prioritized.
Strong communication and phone presence, with the ability to provide excellent customer service.
Proficiency in troubleshooting technical issues.

Required profile