Helpdesk Expert

1 week ago

Iloilo City, Western Visayas, Philippines beBeeTechnical Full time $40,000 - $100,000
Job Title:

Technical Support Specialist I

Job Description:

As a key member of our Helpdesk team, you will be the first point of contact for employees seeking technical assistance. Your primary responsibility will be to provide first-level technical support to our global workforce during night shift hours.

This role offers flexibility as it is primarily remote. You will be an integral part of our global IT support structure, working closely with other IT teams to ensure consistent service delivery.

Key Responsibilities:

  • Act as the first point of contact for employees seeking technical assistance via ticketing system, email, & chat.
  • Provide initial troubleshooting for hardware, software, and network issues for Mac and Windows users.
  • Assist users with basic issues related to Google Workspace (Gmail, Drive, Calendar), Active Directory, Okta, GTM (Go to Market) Applications like Salesforce and other company standard applications.
  • Support users with basic conferencing setups, primarily Zoom, Google Meet.

Ticketing and Documentation:

  • Log all support requests and incidents accurately in the ticketing system.
  • Escalate unresolved issues to the appropriate L2 or L3 specialized IT teams.
  • Assist in creating and maintaining basic user-facing knowledge base articles for common issues.

User Account Management:

  • Perform basic user account tasks like password resets and account unlocks.
  • Assist with basic aspects of onboarding and offboarding processes under supervision.

Remote & Hybrid Support:

  • Provide effective remote support to employees working from various locations.

Collaboration:

  • Collaborate with global IT support team members to ensure consistent service delivery.

The ideal candidate should have 1-2+ years of experience in an IT helpdesk or technical support role. Basic troubleshooting experience with macOS and Windows operating systems is also required. Familiarity with common enterprise IT tools and platforms, such as Okta, Google Workspace, Jira, etc., is highly desirable.

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