IT Service Desk Support Specialist

2 weeks ago

Porac, Philippines beBeeSupport Full time $40,000 - $50,000
Job Title: IT Service Desk Support Specialist

About the Role:

We are seeking an experienced IT Service Desk Support Specialist to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients via phone, email, and chat.

Responsibilities:
  • Provide white-glove end-user service desk support.
  • Manage incidents and requests within the ticketing system.
  • Perform daily ticket follow-ups with end-users.
  • Resolve username and password issues.
  • Perform software and application support.
  • Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
  • Offer general 'how-to' assistance.

Requirements:
  • A reliable high-speed internet connection.
  • CompTIA A+ certification.
  • Experience supporting Microsoft 365, Windows 10, and Active Directory.
  • At least one year of Mac OS experience.
  • Knowledge of the ServiceNow ticketing system.
  • Familiarity with remote access tools such as LogMeIn, TeamViewer, and Take Control.
  • 2-3 years of progressive experience in a technical support role with an MSP or call center IT support environment.
  • Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, WiFi, etc.
  • Understanding of call center metrics and KPIs.
  • College or technology school degree preferred.
  • Strong technical troubleshooting and customer service skills.
  • Excellent verbal and written communication skills.

Shift:
  • Monday-Friday 9:00am-6:00pm EST

Equal Opportunity Employer:
We are an equal opportunity employer committed to diversity and inclusion. We prohibit discrimination and harassment of any kind based on protected characteristics. Our hiring decisions are made solely on qualifications, merit, and business needs.

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