Junior Helpdesk Technician

Overview

The number one goal of everyone in our team is to make our clients exceptionally happy. The Junior Helpdesk Technician plays an important role in making that happen. This is a full-time hybrid role at InnoPrince Inc., located in Muntinlupa City with some work from home.

The Junior Helpdesk Technician handles first level support requests from clients. They are the first to touch a helpdesk ticket and ensure issues are handled quickly and the client is informed of what to expect at every step. When help is needed, the Junior Helpdesk Technician can get help from or escalate issues to other members of the Service Delivery Team.

Responsibilities & Tasks

• Providing a first point of contact for customers through our helpdesk via phone, email or ticket
• Delighting clients with a friendly, quick and helpful experience
• Providing basic remote troubleshooting
• Using our Ticketing System to work on and resolve helpdesk tickets & service requests
• Managing and recording all work in the Ticketing System
• Maintaining Client Documentation
• Splitting tickets with multiple issues into individual tickets
• Ensuring tickets are not stale throughout the process
• Reviewing the RMM dashboard and applying remediation actions as indicated by our processes
• Reviewing regularly scheduled/automated actions as indicated by our processes
• Supporting project delivery when opportunities arise (on-site or remote)
• Escalating tickets that require Senior Helpdesk Engineer support
• Communicating ticket status to the client at every step and notifying them of outages
• Submitting Timesheets & Expense reports as per SOPs
• Identifying, communicating and mitigating potential risks to the Service Delivery Manager and Clients
• Following schedule and SOPs for daily/weekly tasks
• Following security procedures and staying vigilant for security issues
• Identifying opportunities for improvement and contributing to change
• Undertaking other duties as required by the Service Delivery Coordinator/Manager or CTO

Skills & Attributes

• Problem solving and a can-do attitude
• Excellent communication skills and active listening
• Understanding of support tools, techniques, and how technology provides services
• Strong understanding of operating systems, business applications, printing systems and network systems
• Fast and accurate typing while talking on the phone
• Knowledge of IT applications, software and hardware
• Ability to speak both technical and non-technical language
• Driver's license (class/type as needed)

Nice to Have

• Experience with a Ticketing system, RMM tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Experience with Microsoft 365
• Professional IT Certifications (e.g., MCP, MCSA, MCSE, ITIL, ITSM)
• Client experience certifications (e.g., Helpdesk Habits)
• Experience working on a Helpdesk or MSP/IT Support business

Career Growth

For someone looking to progress, the Junior Helpdesk Technician can move into roles such as Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, or Service Delivery Manager.

Seniorilty level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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