Helpdesk Expert

1 day ago

Antipolo City, Calabarzon, Philippines beBeeSupport Full time $52,000 - $68,000
Remote Service Desk AnalystWe are seeking a highly skilled and experienced Service Desk Analyst to join our team. As a Service Desk Analyst, you will be the primary point of contact for customers experiencing technical issues with their hardware, software, or network connectivity.Key Responsibilities:
  • Provide timely and effective technical support via phone, email, and chat to customers experiencing technical issues.
  • Manage incidents and requests within our ticketing system.
  • Perform and document daily ticket follow-ups with end users within respective ticketing system.
  • Resolve username and password problems.
  • Perform uninstall/reinstall of approved software applications to devices.
  • Provide Multifactor Authentication, Single Sign-On and VPN Support.
  • Perform software and application support.
  • Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers and accessories.
Requirements:
  • CompTIA A+ certification.
  • Experience supporting Microsoft 365, Windows 10, and Active Directory.
  • 1+ year Mac OS experience.
  • Experience with the ServiceNow ticketing system.
  • Experience with remote access tools such as LogMeIn, TeamViewer, and Take Control.
  • Experience Remotely troubleshooting windows hardware and software break/fix issues.
  • 2-3 years of progressive experience in a Technical Support role with and 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.)
  • Knowledge of Active Directory, Azure, O365, MFA, SSO, Okta, networking and server concepts.
  • Understanding of call center metrics and KPIs.
  • College or technology school degree preferred.
  • Ability to multi-task and experience working in a fast-paced environment.
  • Strong technical troubleshooting and customer service skills.
  • Strong verbal and written communication skills.
Working Hours:

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

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