Support Professional

23 hours ago

Iloilo City, Western Visayas, Philippines beBeeTechnical Full time $60,000 - $80,000

Job Description:

We are seeking a highly motivated and detail-oriented professional to provide technical assistance to end-users across our organization. This remote role is critical in delivering exceptional IT services to employees at all levels, including senior and executive leadership.

This position involves providing technical support for PCs, Windows operating systems, and Apple mobile devices. The ideal candidate will have strong troubleshooting skills and be able to diagnose and resolve hardware, software, and fundamental network issues remotely.

The successful candidate will also be responsible for documenting and managing support requests through the FreshService ITSM/ticketing platform. Effective communication with users is crucial to facilitate prompt and efficient resolutions.

Key responsibilities include providing level one triage for VDI users, escalating complex incidents to senior technicians as required, adhering to company policies concerning security and confidentiality, addressing printing concerns, both local and network-based, and utilizing Zoho Assist for secure remote access and support of user computers.

Additionally, this role requires troubleshooting audio and video issues encountered during video conferencing sessions, administering new user onboarding processes by adding accounts to relevant systems, overseeing user deactivation procedures by removing accounts from these platforms as necessary, and providing ongoing support for Microsoft 365 and on-premises Active Directory environments.

Other key responsibilities include creating and managing distribution groups within Office 365, adding and removing user accounts in Vonage, resolving issues related to the Vonage application, managing user accounts within the Mainframe system, including additions and removals, troubleshooting Barracuda VPN installation and connection challenges, performing password resets in the Mainframe system, monitoring system health and performance using Data Dog, releasing emails and managing permitted senders through Mimecast, and addressing and resolving OneDrive-related issues.

Required Skills and Qualifications:

  • Demonstrates exceptional organizational, time-management, and follow-up abilities.
  • Maintains confidentiality and addresses sensitive requests with professionalism.
  • Exhibits outstanding proficiency in written and verbal communication.
  • Possesses strong interpersonal skills, supporting employees at all organizational levels.
  • Operates independently and excels in dynamic, remote work environments.
  • Has prior experience providing support for PC hardware, Windows 10/11, and Apple iOS devices.
  • Understands basic networking concepts and is adept at troubleshooting issues.
  • Experienced in Microsoft 365 applications, including Exchange Online, Teams, and OneDrive.
  • Familiar with Azure Virtual Desktop Infrastructure (VDI) environment.
  • Capable of creating and managing distribution groups within Office 365.
  • Familiar with on-premises Active Directory, particularly user and group management.
  • Knowledgeable in ITIL principles and IT Service Management (ITSM) frameworks.
  • Previously supported executive-level personnel.

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