Global IT Support Specialist

1 week ago

Hagonoy, Central Luzon, Philippines beBeeTechnical Full time ₱1,500,000 - ₱2,200,000

Job Overview

We are seeking a highly motivated and customer-focused IT Support Specialist to join our Helpdesk team. This role will primarily focus on providing first-level technical support to our global workforce during the night shift hours. The position is primarily remote, offering flexibility while being an integral part of our global IT support structure.

Our ideal candidate will have excellent customer service and communication skills, with the ability to explain technical concepts clearly to non-technical users. They will also have basic troubleshooting experience with macOS and Windows operating systems, as well as familiarity with common enterprise IT tools and platforms. Experience using remote support tools is a must, and certifications such as CompTIA A+ or ITIL Foundations are preferred but not required.

Key Responsibilities:
  • First-Level Technical Support: 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 Applications like Salesforce and other company standard applications. Support users with basic conferencing setups, primarily Zoom, Google Meet. Log all support requests and incidents accurately in the ticketing system (Jira). 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. Perform basic user account tasks like password resets and account unlocks. Assist with basic aspects of onboarding and offboarding processes under supervision. Provide effective remote support to employees working from various locations. Collaborate with global IT support team members to ensure consistent service delivery.
Requirements:
  • 1-2+ years of experience in an IT helpdesk or technical support role. Basic troubleshooting experience with macOS and Windows operating systems. Familiarity with common enterprise IT tools and platforms (e.g., Okta, Google Workspace, Jira, etc.). Experience using remote support tools. Basic understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi). Excellent customer service and communication skills, with the ability to explain technical concepts clearly to non-technical users. Ability to work independently and manage time effectively during the night shift. Experience with ticketing systems like Jira is preferred. Willingness to work the night shift schedule is essential. Ability to attend occasional in-person training or team events in the Bangalore or Manila office. Certifications (Preferred but not required): CompTIA A+ or ITIL Foundations.

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