Senior Technical Support Specialist

1 week ago

Makati City, National Capital Region, Philippines beBeeSupport Full time $50,000 - $70,000
Job Summary

We are seeking a highly skilled technical support professional to join our team.

Job Description

Technical Support Role

We are looking for an experienced technical support specialist to provide top-notch assistance to our clients via phone, email, and chat. The ideal candidate will be responsible for managing incidents and requests within the ServiceNow ticketing system.

  • Provide end-user technical support via phone, email, and chat.
  • Manage incidents and requests within the ServiceNow ticketing system.
  • Perform daily ticket follow-ups with end-users within respective ticketing system.
  • Resolve username and password problems.
  • Uninstall and reinstall approved software applications to devices.
  • Provide multifactor authentication, single sign-on, and VPN support.
  • Support software and application issues.
  • Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
  • Support general how-to inquiries.

Required Skills and Qualifications

  • Reliable high-speed internet connection required.
  • CompTIA A+ certification.
  • Experience supporting Microsoft 365, Windows 10, and Active Directory.
  • 1+ year Mac OS experience.
  • Experience with the ServiceNow ticketing system.
  • Remote access tools such as LogMeIn, TeamViewer, and Take Control.
  • Experience remotely troubleshooting windows hardware and software break/fix issues.
  • 2-3 years of progressive experience in a technical support role with an MSP or call center IT support environment.
  • Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, WiFi, etc.
  • Knowledge of Active Directory, Azure, O365, MFA, SSO, Okta, networking, and server concepts.
  • Understanding of call center metrics and KPIs.
  • College or technology school degree preferred.
  • Ability to multi-task and experience working in a fast-paced environment.
  • Strong technical troubleshooting and customer service skills.
  • Strong verbal and written communication skills.

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