Global IT Support Specialist

2 weeks ago

Porac, Philippines beBeeSupport Full time $40,000 - $50,000
Unlock Global Support Expertise

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 basic troubleshooting experience with macOS and Windows operating systems, as well as familiarity with common enterprise IT tools and platforms.

Key Responsibilities:
  • 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.
Ticketing and Documentation:
  • Log all support requests and incidents accurately in the ticketing system.
  • 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.
Collaboration:
  • Collaborate with global IT support team members to ensure consistent service delivery.
Job Requirements:
  • 1-2+ years of experience in an IT helpdesk or technical support role.
  • 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 is preferred.
  • Certifications (Preferred but not required): CompTIA A+ or ITIL Foundations.

We offer a dynamic and collaborative work environment, flexible work arrangements, and opportunities for growth and development.

This is an excellent opportunity for individuals who thrive in fast-paced environments and are passionate about delivering exceptional customer experiences.

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