Technical Support Specialist

1 week ago

Barcelona, Philippines beBeeHelpDesk Full time ₱240,000 - ₱480,000
Job Summary

We are seeking a skilled IT Help Desk Technician to provide exceptional technical support to our internal teams. As the first point of contact for technology issues, you will be responsible for troubleshooting, resolving or escalating requests in a timely and professional manner.

This role is critical to maintaining the stability of our IT operations and requires a strong focus on service, ownership and consistency.

  • Tier 1 and select Tier 2 support issues
  • Manage user provisioning across multiple platforms
Responsibilities
  • Primary intake for support requests across multiple channels
  • 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 (Microsoft Authenticator), and printer issues (Windows Print Server)
  • 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 (DarkTrace)
Requirements
  • Associate degree or equivalent experience in Information Technology or related field
  • CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar, is preferred
  • 2–4 years in a help desk or technical support role
  • Prior experience with device provisioning and user account administration
  • Demonstrated experience supporting Windows environments and Microsoft 365
  • Familiarity with common SMB tools and IT infrastructure
  • Strong communication and customer service skills under pressure
  • Excellent documentation and organizational abilities
  • Self-motivated with the ability to prioritize and take ownership

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