IT Solutions Expert

1 week ago

Barcelona, Philippines beBeeTechnical Full time ₱35,000 - ₱50,000

As a key member of our IT Support Desk Team, you will play a crucial role in ensuring the smooth operations of clients' IT environments. Reporting directly to our VP of Technical Services, you will provide exceptional technical support and assistance to diverse client base via phone or email.

Your primary responsibilities include resolving end-user issues related to Microsoft Windows Server, Microsoft Cloud technologies, Microsoft Office Apps, Microsoft Windows 10/11, and networking solutions.

You will strive for first call resolution by efficiently addressing client issues during initial contact. Additionally, you will troubleshoot and resolve problems related to server, network, and applications technologies, with exposure to various networking manufacturers such as Cisco, Extreme, Sophos, Fortinet, and Palo Alto.

Collaboration is essential, so you will work closely with Senior Network or System Engineers to enhance your skills and contribute to the team's success. You will also champion appropriate new technologies to solve client problems and improve IT environments.

With a focus on exceptional customer service, you will manage and prioritize multiple projects in a deadline-driven environment. Your attention to detail is crucial to preventing small issues from escalating into significant problems.

Key Accountabilities:

  • Provide hands-on technical support to clients via phone or email
  • Strive for first call resolution
  • Troubleshoot and resolve problems related to server, network, and applications technologies
  • Efficiently answer inbound customer IT requests and troubleshoot client issues according to service level agreements (SLAs)
  • Collaborate with Senior Network or System Engineers
  • Champion appropriate new technologies to solve client problems and improve IT environments

Desired Qualifications and Work Experience:

Mandatory:

  • At least 4 years of hands-on experience in an IT services/consulting company, managed services provider (MSP), or corporate IT department
  • Excellent written and verbal communication skills and a strong customer service orientation
  • Troubleshooting experience in Windows 10/11, Microsoft 365, Azure, Azure Virtual Desktops
  • Experience with ticketing systems such as ConnectWise, ServiceNow, or similar platforms
  • Proficiency in Microsoft Office Apps (Word, Excel, PowerPoint)

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