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Help Desk Technician

3 weeks ago

Manila, National Capital Region, Philippines beBeeHelpDesk Full time
Job Title: Help Desk TechnicianWe are seeking a highly motivated and customer-focused Help Desk Technician to join our team. As the first point of contact for IT issues, you will provide prompt, effective solutions to keep our team productive.Key Responsibilities:
  • Provide First-Level Technical Support: Respond to and resolve IT support requests via phone, email, ticketing system, and in person.
  • Troubleshoot Hardware and Software Issues: Diagnose and resolve issues related to desktops, laptops, printers, peripherals, operating systems (Windows, macOS), and common software applications.
  • User Account Management: Create, modify, and disable user accounts in Active Directory and other relevant systems.
  • Network Support: Assist with basic network troubleshooting, including connectivity issues and VPN support.
  • Software Installation and Configuration: Install, configure, and update software applications as needed.
  • Hardware Maintenance: Perform basic hardware maintenance and repairs, and coordinate with vendors for more complex issues.
  • Documentation: Maintain accurate records of support requests, resolutions, and IT inventory. Create and update knowledge base articles and user guides.
  • Escalation: Escalate complex issues to higher-level support teams as necessary.
  • Customer Service: Provide excellent customer service and maintain a professional and positive attitude.
  • Remote Support: Provide remote support to users in various locations.
  • Adhere to IT Policies: Follow company IT policies and procedures to ensure security and compliance.
  • Onboarding/Offboarding: Assist with the IT aspects of employee onboarding and offboarding.
Requirements:
  • Minimum of 1-3 years of experience in an IT helpdesk or technical support role.
  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
  • IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
  • Experience with cloud-based applications (e.g., Google Workspace, Microsoft 365).
  • Experience with video conferencing systems (e.g., Zoom, Microsoft Teams).
  • Experience with MDM solutions.
  • Strong understanding of Windows and macOS operating systems.
  • Proficiency in troubleshooting hardware and software issues.
  • Experience with Active Directory and user account management.
  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
  • Experience with ticketing systems (e.g., Jira Service Management, ServiceNow).
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical skills.
  • Ability to work independently and as part of a team.
  • Customer-focused with a strong commitment to providing excellent service.
  • Ability to prioritize and manage multiple tasks effectively.
  • Fluent in English, both written and verbal.
  • Willingness to learn and adapt to new technologies.