Help Desk Technician

3 days ago

Mabalacat, Central Luzon, Philippines beBeeTechnology Full time ₱2,658,300 - ₱4,514,300
Job Title: Technology Support Specialist

This role is a key position in our organization, serving as the primary point of contact for all internal technology issues. The Technology Support Specialist provides direct user assistance via phone, email, and other communication channels.

The successful candidate will be responsible for triaging, resolving, or escalating support requests in a timely and professional manner. This involves stabilizing IT operations by resolving Tier 1 and select Tier 2 support issues, as well as managing user provisioning across multiple platforms.

In addition to providing technical support, the Technology Support Specialist will also assist in maintaining technical documentation and contribute to IT process improvement efforts.

Key Responsibilities:
  • Serve as primary intake for support requests across multiple channels (ticketing system, Teams, phone, email)
  • Triage and resolve Tier 1 issues; escalate unresolved items after 1 hour of investigation/troubleshooting
  • Provide provision/deprovision user accounts in Active Directory, Microsoft 365, Teams Voice, Intune, and other platforms
  • Configure and deploy new Windows devices using Autopilot and Intune policies
  • Support end-users on desktop/laptop issues, mobile device setup, email configuration, MFA setup, and printer issues
  • Install and configure business applications and tools
  • Provide remote support via Splashtop
  • Log all support interactions and resolutions with attention to detail and within SLA expectations
  • Monitor ticket queue and ensure tickets are responded to and closed within SLA 90%+ of the time
  • Document known issues, solutions, and update the IT knowledge base regularly
  • Identify documentation gaps and track them for knowledge base updates
  • Assist the IT Manager and Tier 2 Support Specialist on projects and cross-functional initiatives
  • Monitor recurring issues and flag opportunities for automation or process refinement
  • Provide new hire onboarding setup and support for all systems
  • Assist with release of quarantined email requests

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