IT Support Specialist

1 week ago

Calamba, Calabarzon, Philippines beBeeTechnical Full time ₱3,000,000 - ₱4,000,000

Job Overview

We are seeking an advanced technical professional to fill the role of Service Desk Technician. This position is ideal for individuals with a strong background in IT and excellent problem-solving skills.

The successful candidate will be responsible for providing technical assistance to customers, diagnosing and resolving complex issues across various platforms, and collaborating with cross-functional teams to ensure seamless customer experiences.

Your Responsibilities

  1. Provide advanced technical support to resolve escalated issues from Level 1 support.
  2. Investigate problems thoroughly, using available resources such as documentation, knowledge bases, and collaboration with other technical teams.
  3. Handle escalated tickets from Level 1 support, ensuring prompt and effective resolution.
  4. Elevate unresolved issues to Level 3 or specialized teams as necessary.
  5. Collaborate with cross-functional teams to ensure timely resolution of complex issues.
  6. Conduct root cause analysis for recurring issues and provide recommendations for resolution.
  7. Document resolutions and update knowledge base articles.
  8. Configure, install, and troubleshoot hardware such as desktops, laptops, printers, and peripherals.
  9. Manage software installations, updates, and troubleshooting.
  10. Assist with user account management (Active Directory, email, and other systems).
  11. Monitor system performance and report anomalies to relevant teams.
  12. Assist in maintaining and updating IT inventory and asset management systems.
  13. Provide high-level customer service to ensure user satisfaction.
  14. Communicate effectively with end-users via phone, email, chat, keeping them informed of ticket progress and resolutions.
  15. Maintain accurate incident, solution, and process documentation, contributing to the knowledge base.
  16. Ensure compliance with company IT policies and procedures.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 5+ years of experience in Microsoft 365 administration or similar roles.
  • Strong knowledge of Microsoft Office 365 applications and services.
  • Expertise in managing Exchange Online, SharePoint Online, and Microsoft Teams.
  • Experience with Active Directory (AD), Group Policy Management, and Azure AD.
  • Proficiency in PowerShell scripting for automation and administration.
  • Strong troubleshooting skills to resolve technical issues across platforms.

About Our Team

We are a team of seasoned engineers, strategists, and business experts with over a decade of experience in the IT industry. We focus on understanding our clients' needs and delivering tailored solutions that exceed expectations.

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