Junior / Level 1 (IT) Helpdesk Technician

4 weeks ago

Quezon City, Philippines Remote VA Full time

Overview

Job Summary

RemoteVA PH is hiring a Junior / Level 1 Helpdesk Technician to provide the first line of IT support to our clients. You will be the initial point of contact for incoming helpdesk requests and will ensure client issues are quickly addressed or escalated with clear, friendly communication. If you enjoy problem-solving, have a passion for client service, and thrive in a remote IT support environment — we want to hear from you

Responsibilities
  • Customer Service & Support
    • Serve as the first point of contact for client support via phone, email, or ticketing system
    • Troubleshoot basic IT issues remotely and deliver a helpful, client-friendly experience
    • Communicate consistently with clients regarding the status of their requests
  • Ticket Management
    • Create, manage, and update service tickets using our internal system
    • Document work completed and ensure ticket details are up to date
    • Split multi-issue tickets and prevent ticket stagnation
  • Monitoring Tools
    • Review RMM dashboards and perform remedial actions per processes
    • Conduct regular system checks as scheduled
  • Project Support
    • Occasionally assist the Projects Team with remote implementations and rollouts
  • Communication & Reporting
    • Escalate complex tickets to senior technicians
    • Report risks, updates, or client outages promptly
    • Submit required timesheets and reports
  • Team Collaboration
    • Follow SOPs and scheduled tasks
    • Ensure security protocols are followed vigilantly
    • Actively contribute to team improvements and innovations
Skills & Qualifications

Required:

  • Strong communication and listening skills
  • Solid understanding of operating systems, networks, and common business applications
  • Problem-solving mindset with a client-first attitude
  • Fast and accurate typing while on calls
  • Strong IT literacy at an advanced user level

Preferred:

  • Familiarity with ticketing systems and RMM tools (Autotask, DattoRMM a plus)
  • Experience supporting Microsoft 365 and Google Workspace
  • IT certifications (MCP, MCSA, ITIL, etc.)
  • Prior Helpdesk or MSP experience
Schedule

9:00 AM – 5:00 PM EST | 9:00 PM – 5:00 AM PH Time

Salary

USD 700–1000/month

Location

Work from Home

How to Apply

Send your CV and portfolio to with the subject: Junior Helpdesk Technician Application.

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