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Desktop Services Technician

1 week ago

Cebu City, Central Visayas, Philippines Benchmark 365 Full time

**Our Company Culture**

Benchmark 365 prioritizes a work environment that fosters professional development and growth. As a Helpdesk Analyst I, you will have exposure to the latest cloud technologies from 365 to generative AI to cyber security.

Salary and Benefits

  • We offer a competitive package based on tenure and experience.
  • Leave entitlements are also provided.
  • HMO with dental coverage is included in our benefits package.
  • Paid certifications are offered to support your career growth.

Job Responsibilities

  • Resolve level 1 incidents and follow escalation protocols.
  • Provide timely and exceptional service by communicating with end users and vendors via phone and email.
  • Maintain up-to-date time entries, records, and documentation.
  • Coordinate with Partner on onsite support and client management level requests.
  • Work on Windows, Office, Exchange, On-Premises, and Active Directory.
  • Perform ad-hoc tasks, advise on platform downtime, recommend processes and policies, and report ticket failures.
  • Proactive learning and development to enhance skills.

Key Requirements

  • Intermediate desktop computer and network troubleshooting skills.
  • Intermediate installation and troubleshooting skills in relation to IT peripherals such as printers, modems, smartphones, internet/modem/router.
  • Intermediate knowledge of Microsoft Windows Desktop platforms.
  • Intermediate knowledge of Microsoft Office platforms.
  • Intermediate knowledge of installing or troubleshooting line of business applications such as accounting software, legal software, project management, or ERP platforms.
  • Intermediate knowledge of Active Directory.
  • Intermediate knowledge of Microsoft 365 and Office 365 product suites.
  • Experience with remote desktop or remote-control tools such as TeamViewer.
  • Experience with creating, updating, and reviewing documentation and IT/network diagrams.

Additional Requirements

  • Minimum IT diploma-level education or relevant IT certification.
  • Experience in a customer service role such as hospitality or demonstrable training in customer service i.e., call center training.
  • Minimum of 2 years in an equivalent customer-facing IT support role in a B2B environment.