Help Desk Solutions Expert

1 day ago

Baguio City, Cordillera, Philippines beBeeTechnical Full time ₱400,000 - ₱600,000
Job Title: IT Help Desk Technician

We are seeking an exceptional IT Help Desk Technician to join our team. The successful candidate will provide top-notch technical support to our internal customers, ensuring they receive timely and professional assistance via phone, email, and other communication channels.

This critical role involves resolving Tier 1 and select Tier 2 support issues, maintaining technical documentation, contributing to IT process improvement efforts, and managing user provisioning across multiple platforms.

About the Role:
  • Triage and resolve Tier 1 issues; escalate unresolved items after 1 hour of investigation/troubleshooting
  • Provide provision/deprovision user accounts in Active Directory, Microsoft 365, Teams Voice, Intune, and other platforms
  • Configure and deploy new Windows devices using Autopilot and Intune policies
  • Support end-users on desktop/laptop issues, mobile device setup, email configuration, MFA setup (Microsoft Authenticator), and printer issues (Windows Print Server)
  • Install and configure business applications and tools
  • Provide remote support via Splashtop
  • Log all support interactions and resolutions with attention to detail and within SLA expectations
  • Monitor ticket queue and ensure tickets are responded to and closed within SLA 90%+ of the time
  • Document known issues, solutions, and update the IT knowledge base regularly
  • Assist the IT Manager and Tier 2 Support Specialist on projects and cross-functional initiatives
  • Monitor recurring issues and flag opportunities for automation or process refinement
  • Provide new hire onboarding setup and support for all systems
Requirements:
  • Exceptional problem-solving skills and ability to work under pressure
  • Excellent communication and interpersonal skills
  • Strong technical knowledge of operating systems, hardware, and software
  • Ability to learn and adapt quickly to new technologies
Benefits:

A competitive salary package and a range of benefits including health insurance, retirement savings plan, and paid time off.

About Us:

We are a dynamic and innovative organization dedicated to delivering excellent customer service and support. We offer a collaborative and supportive work environment and opportunities for professional growth and development.

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