Technical Support Representative

Overview

Multiple IT help desk, technical support, and help desk leadership roles are listed. Roles include Technical Support Representative, Help Desk Analyst, Help Desk Specialist, Help Desk Support, Help Desk Technician, Senior Help Desk Engineer, Help Desk Supervisor, and related positions in various locations. Each posting outlines responsibilities, qualifications, work setup, and benefits where provided. This description preserves the intent of the original postings while presenting them in a consistent, structured format.

Responsibilities (illustrative listing by role)

• Respond to, diagnose, and resolve end-user IT support requests via phone, email, or ticketing systems; escalate when needed.
• Perform onboarding/offboarding, account provisioning/remediation, and device provisioning/decommissioning for clients.
• Configure access (email, MFA, file permissions, group policies) and manage user lifecycle across Microsoft 365, Azure AD, Active Directory.
• Monitor and maintain endpoints using PSA/RMM tools; apply patches, verify antivirus status, and perform backups where required.
• Document technical fixes, update SOPs/runbooks, and contribute to process improvements.
• Collaborate with senior engineers on infrastructure or cloud projects; assist with automation scripts (PowerShell) where appropriate.
• Provide Tier 1 and basic Tier 2 support for network, printer, VPN, and other common issues; ensure SLA adherence and data privacy compliance.
• Participate in on-site/off-site coordination as required by role, including 24/7 rotational shifts in some postings.
• Maintain accurate records and generate reports on support activity, usage, and resolutions.

Qualifications (high-level)

• Willingness to work on specified shifts (including night/east coast or local time zones as posted) and to be onsite or remote as required by role.
• Experience levels vary by role, from entry-level to 3+ years in MSP/help desk environments; strong knowledge of Windows, Active Directory, Office 365, networking basics, and security fundamentals is common.
• Strong communication skills (verbal and written) and a customer-service orientation.
• Familiarity with ticketing systems (e.g., ServiceNow, Freshdesk) and RMM/PSA tools; basic scripting or automation experience encouraged.
• Ability to handle confidential information and work effectively in fast-paced environments.

Work Setup and Benefits (where listed)

• Onsite, remote, or hybrid arrangements; some roles specify 100% onsite or 100% remote.
• Benefits often include health insurance, life insurance, annual bonuses, paid time off, and other company-specific perks (e.g., wellness programs, certifications sponsorship, transportation support).

Example Roles and Highlights

• Technical Support Representative: Graveyard shift; BGC, Taguig; full-time; various client support duties.
• Help Desk Analyst: MSP-focused technical resources; onboarding/offboarding, Tier 1/2 support, server/M365 administration; night shifts may be required.
• Help Desk Specialist / Help Desk Support / Help Desk Technician: Onsite or remote setups; typical responsibilities include user lifecycle management, incident resolution, ticketing, documentation, and SLA adherence; some postings emphasize 24/7 availability and specific time zones.
• Senior Help Desk Engineer: Remote or client-site scheduling; focus on higher-tier support, documentation, and process improvement; MSP tools experience preferred.
• Help Desk Supervisor: Leadership of Tier 1 HR/helpdesk teams; focus on SLAs, data privacy, staffing, and process adherence; requires experience in HR-related support workflows.

Notes on Content Scope

The original job description contains multiple postings across different organizations and locations with overlapping topics. The refined description preserves the core themes: IT support and help desk execution, onboarding/offboarding, user lifecycle management, ticket-based support, and MSP-focused operations. Specifics such as exact locations, shifts, and benefits vary by listing and have been generalized to maintain clarity while avoiding misrepresentation.

#J-18808-Ljbffr

---