IT Technical Support Specialist

1 day ago

Mandaue City, Central Visayas, Philippines beBeeTechnical Full time ₱1,687,500 - ₱3,375,000
Job Description

We are seeking a 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 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 be able to work independently and manage time effectively during the night shift.

Responsibilities:
  • 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.

Ticketing and Documentation:

  • 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.

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.
Requirements:

To succeed in this role, you should have:

  • 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).

Preferred qualifications include experience with ticketing systems like Jira and certifications such as CompTIA A+ or ITIL Foundations.

What We Offer:

As a member of our IT Support Team, you can expect a dynamic and global work environment with opportunities for growth and development. Our company is committed to implementing equal employment opportunities for all employees and applicants.

We respect your privacy and are committed to protecting the personal information you share with us. Please refer to our Privacy Policy for more details.

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