Helpdesk L1 Technician

7 days ago

Taguig, Philippines Eastvantage Full time

We're Hiring: Helpdesk L1 Technician

This position is a full-time, remote position and is an entry level help desk position.

Responsibilities
  • Provide support for all Action team members and third-party users.
  • Troubleshoot and resolve hardware, software, and voice/data communication system issues.
  • Configure and set up computers remotely. Write concise, informative tickets.
  • Follow up on all tickets in a timely manner and follow through to resolution. Demonstrate excellent customer service skills (verbal and written communication), experience with remote support, strong problem-solving skills, and professionalism.
  • Respond to telephone calls, emails, and requests from personnel. Upgrade and support PC software applications. Configure computer equipment including desktop computers, laptop computers, VDI, printers, and networking devices.
  • Document, track, and monitor the problem to ensure timely resolution.
  • Assist with projects; provide basic training for users.
  • Assist with adding and maintaining articles in the Knowledge Base.
Additional Points
  • Sharp problem-solving skills & initiative - Ability to solve the issue presented while recognizing patterns to solve repeat issues and look at the big picture to prevent future issues.
  • Strong oral and written communication skills - Ability to explain issues to non-technical users and train them.
  • Commitment to following up on issues in a timely manner - Familiar with working in a fast-paced environment where resolving issues is crucial to the company’s success.
  • Commitment to uncovering the root cause — not applying a band-aid fix.
  • Ability to balance researching and resolving issues independently, with knowing when to escalate.
Qualifications
  • Understand and live out the Action Values
  • Provide great customer experience
  • Phone, ticketing, and chat knowledge
  • Knowledge of MS Office Suite (Word, Excel, Outlook) is required; some experience with Microsoft Exchange Online, Microsoft Entra, and Active Directory Users and Computers is a huge plus
  • Familiarity with Help Desk practices (ticket systems, knowledge bases, team environment, phone support, etc.)
  • Familiarity with software platforms Action currently uses (Zoom, DocuSign, Tungsten Power PDF, and Zoom Phone systems is a big plus)
  • Rely on instructions and pre-established guidelines to perform job functions
  • Know the basic components of PCs and how they operate
  • Associate’s Degree (desirable)
  • Knowledge of Action property’s business (highly desirable)

Ready to make an impact? Apply now and let's grow together

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