IT Technical Support Specialist

1 day ago

San Fernando, Central Luzon, Philippines beBeeTechnical Full time $80,000 - $100,000
Job Overview:

The Service Desk Technician role is a vital part of our organization's IT infrastructure, responsible for providing advanced technical support to resolve escalated issues from Level 1 support.

This position requires a strong technical background, excellent problem-solving skills, and a customer-focused approach to ensure seamless service delivery.

Main Responsibilities:

  1. Provide technical assistance to customers by diagnosing and resolving hardware, software, OS-related, M365, and basic network issues.
  2. Handle escalated tickets from Level 1 support, ensuring prompt and effective resolution.
  3. Escalate unresolved issues to Level 3 or specialized teams as necessary.
  4. Collaborate with cross-functional teams such as NOC and L1 to ensure a consistent customer experience.
  5. Conduct root cause analysis for recurring issues and provide recommendations for resolution.
  6. Document resolutions and update knowledge base articles.
  7. Configure, install, and troubleshoot hardware such as desktops, laptops, printers, and peripherals.
  8. Manage software installations, updates, and troubleshooting.
  9. Assist with user account management (Active Directory, email, and other systems).
  10. Monitor system performance and report anomalies to relevant teams.
  11. Assist in maintaining and updating IT inventory and asset management systems.
  12. Provide high-level customer service to ensure user satisfaction.
  13. Communicate effectively with end-users via phone, email, chat, keeping them informed of ticket progress and resolutions.
  14. Maintain accurate incident, solution, and process documentation, contributing to the knowledge base.
  15. Ensure compliance with IT policies and procedures.

Requirements and Qualifications:

  • 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.

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