Global IT Support Specialist

2 days ago

General Santos, Soccsksargen, Philippines beBeeTechnical Full time ₱500,000 - ₱800,000

About our IT Support Team:

  • We are a dynamic and global organization with over 3,500 employees across multiple locations.

Our team is crucial to our operations, ensuring seamless technology experiences for our employees worldwide.

Job Description

We are seeking a motivated and customer-focused IT Support Specialist I to join our Helpdesk team. This role will primarily focus on providing first-level technical support to our global workforce during the night shift hours.

Key Responsibilities:

  • Act as the first point of contact for employees seeking technical assistance via ticketing system, email, & chat.
  • Provide initial troubleshooting for hardware, software, and network issues for Mac and Windows users.
  • Assist users with basic issues related to Google Workspace (Gmail, Drive, Calendar), Active Directory, Okta, GTM (Go to Market) Applications like Salesforce and other company standard applications.
  • Support users with basic conferencing setups, primarily Zoom, Google Meet.
Ticketing and Documentation:

  • Log all support requests and incidents accurately in the ticketing system.
  • Escalate unresolved issues to the appropriate L2 or L3 specialized IT teams.
  • Assist in creating and maintaining basic user-facing knowledge base articles for common issues.
User Account Management:

  • Perform basic user account tasks like password resets and account unlocks.
  • Assist with basic aspects of onboarding and offboarding processes under supervision.
Remote & Hybrid Support:

  • Provide effective remote support to employees working from various locations.
Collaboration:

  • Collaborate with global IT support team members to ensure consistent service delivery.
Requirements:

  • 1-2+ years of experience in an IT helpdesk or technical support role.
  • Basic troubleshooting experience with macOS and Windows operating systems.
  • Familiarity with common enterprise IT tools and platforms.
  • Experience using remote support tools.
  • Basic understanding of networking concepts.
  • Excellent customer service and communication skills.
  • Ability to work independently and manage time effectively during the night shift.
  • Experience with ticketing systems is preferred.
  • Willingness to work the night shift schedule is essential.
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