IT Help Desk Specialist

3 weeks ago

Manila, Philippines Tricentis Full time

Overview

Tricentis Manila, National Capital Region, Philippines

IT Help Desk Specialist

Join an exciting, high growth company where you will provide 1st Level hands-on, technical, and customer-facing support while delivering first-rate customer service across the Tricentis organization. If you are a team-oriented, support-minded individual with an interest in growing a strong technical background, then providing 1st Level IT support at Tricentis might be perfect for you. This role reports to the Manager of End User Support and will work in a hybrid fashion with 3 days on-site at the local Tricentis office. The IT Help Desk Specialist will be the first point of contact for technical support issues and will provide 1st level remote support for hardware, software, and network-related issues, escalating complex problems as needed.

Responsibilities
  • Provide 1st Level hands-on, technical, and customer-facing support for Windows and Mac users.
  • Serve as the resident problem-solver for frontline IT issues and use/learn technical skills to identify and troubleshoot problems.
  • Document all work through the ITSM ticketing tool (Requests, Incidents, Changes, Asset Management).
  • Work with chat, email, and self-service channels to assist global end-users with day-to-day issues.
  • Escalate complex problems to higher tiers when necessary.
  • Collaborate as part of the Global End User Support team to deliver high-quality customer service.
Qualifications

Essential Requirements

  • What We’re Looking For:
  • High School Diploma required; Associate Degree in IT or related field preferred
  • Fluent English Speaker
  • Exceptional customer service skills and sense of urgency
  • Analytical and problem-solving skills
  • Ability to prioritize and execute tasks in a dynamic environment
  • Strong knowledge of Windows OS, Microsoft Office Suite, Apple OS, and Networking fundamentals

Experience To Include

  • At least 3 years in an IT Support role/Service Desk
  • Understanding of desktop administration fundamentals
  • Understanding of Network Administration, Active Directory, O365, Vulnerability Patching, IT-Security Tools
  • Experience using InTune and JAMF to install and configure hardware and desktop apps/software
  • Experience with PC and MacBook troubleshooting and maintenance
  • Understanding of ITIL fundamentals (incident, request, problem, change)

Desirable Requirements

  • A+ Certification preferred
  • JAMF experience preferred
  • Intune experience preferred
  • Jira Service Management experience preferred
Benefits
  • Market competitive salary + success-oriented bonus
  • Day 1 HMO coverage with 3 free dependents
  • Hybrid work arrangement
  • Work with the market leader in model-based automation testing
  • Supportive and engaged leadership team
  • Commitment to diversity and inclusion with opportunities for all voices to be heard
  • Global company
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