IT Support Professional

6 days ago

Las Piñas, National Capital Region, Philippines beBeeHelpDeskSpecialist Full time ₱35,000 - ₱70,000
Job Description

We are seeking a skilled and experienced Help Desk Specialist to join our team. The successful candidate will be responsible for providing top-notch technical support to clients, resolving complex issues, and ensuring seamless service delivery.

Responsibilities
  • Perform daily checks of IT services to ensure timely resolution of issues.
  • Answer client queries, troubleshoot problems, and provide effective solutions.
  • Troubleshoot and resolve basic computer, application, system, device, access, or performance issues.
  • Intake help desk tickets and prioritize them according to customer expectations and guidance.
  • Escalate Tier 3 tickets by entering them in a supporting system for visibility and communication purposes.
  • Advise users on methods, steps, and actions to resolve and avoid future issues and provide documentation as needed.
  • Provide assistance concerning the use of computer hardware and software, including printing installation, word processing, e-mails, and operating systems.
  • Evaluate performance results and recommend major changes affecting short-term project growth and success.
  • Support project reports by providing metrics, reports, and other information on a daily, weekly, and monthly basis.
  • Follow established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
  • Handle advanced technical issues escalated from Tier 1 and Tier 2.
  • Support installations or upgrades of software or device, set up user profiles, or re-set passwords.
Required Skills and Qualifications

To be successful in this role, you will need:

  • US citizenship with an active DoD Secret Security Clearance with eligibility for a TS/SCI clearance.
  • Bachelor's degree in a IT-related field and at least three years of relevant work experience.
  • Proven experience in problem-solving abilities in a technical support role, with a focus on Level 3 responsibilities.
  • Excellent knowledge of computer systems, software applications, and advanced troubleshooting methodologies.
  • Exceptional problem-solving and analytical skills, with the ability to think critically and make sound decisions under pressure.
  • Demonstrated ability to manage multiple priorities and work in a fast-paced environment.
  • Experience with Windows Server 2016 and 2019 Operations Systems, Azure, Active Directory, DNS, RMM, and PSA tools.
  • Experience creating or updating and formatting how-to / standard operating procedure documentation in Microsoft Word.
  • Experience troubleshooting network-related/site down issues.
  • Excellent communication skills and ability to work in a team.
  • Strong customer-service orientation.
  • Proficiency with Microsoft 365 and ability to prioritize multiple concurrent projects and tasks efficiently.
Benefits

Our benefits package includes:

  • Health/Dental/Vision insurance.
  • 401(k) match.
  • Flexible Time Off.
  • STD/LTD/Life Insurance.
  • Referral Bonuses.
  • Professional development reimbursement.
  • Maternity/Paternity leave.
About Us

At Tyto Athene, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Our expertise spans four core technology domains—Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT—empowering our clients with cutting-edge solutions tailored to their evolving needs.

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