Technical Support Analyst

2 days ago

Calamba, Calabarzon, Philippines beBeeAnalyst Full time ₱3,300 - ₱4,350

Job Description

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This role involves providing white-glove support to end-users via various communication channels. The successful candidate will be responsible for managing incidents and requests within the ServiceNow ticketing system, performing daily ticket follow-ups with users, and resolving issues related to username and password problems, software applications, and hardware devices.

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Key Responsibilities:

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  • Provide timely and effective support to end-users via phone, email, and chat.">
  • Manage incidents and requests in the ServiceNow ticketing system.">
  • Perform daily ticket follow-ups with end-users.">
  • Resolve issues related to usernames and passwords.">
  • Support software application installation and removal on devices.">
  • Provide assistance with multifactor authentication, single sign-on, and VPN access.">
  • Offer troubleshooting services for software and hardware issues.">
  • Support remote hardware repair and maintenance of laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.">
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Required Skills and Qualifications

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To succeed in this role, you should have a strong technical background, excellent communication skills, and experience working in a fast-paced environment. Key qualifications include:

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  • A reliable high-speed internet connection.">
  • CompTIA A+ certification.">
  • Experience supporting Microsoft 365, Windows 10, and Active Directory.">
  • At least one year of Mac OS experience.">
  • Familiarity with the ServiceNow ticketing system.">
  • Experience using remote access tools such as LogMeIn, TeamViewer, and Take Control.">
  • Ability to troubleshoot Windows hardware and software issues remotely.">
  • 2-3 years of progressive experience in a technical support role, preferably in an MSP or call center IT support environment.">
  • Technical proficiency in common hardware, software, and technologies, including Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, WiFi, etc.">
  • Understanding of Active Directory, Azure, O365, MFA, SSO, Okta, networking, and server concepts.">
  • Knowledge of call center metrics and KPIs.">
  • College or technology school degree preferred.">
  • Ability to multitask and work effectively in a fast-paced environment.">
  • Strong technical troubleshooting and customer service skills.">
  • Excellent verbal and written communication skills.">
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Benefits and Opportunities

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We are an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on protected characteristics. Our hiring decisions are made solely on qualifications, merit, and business needs at the time.

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Join our team

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