Service Desk Support Specialist

3 weeks ago


Mabalacat, Central Luzon, Philippines Seidotech Solutions Corp. Full time
Job Title: Service Desk Engineer 1

At Seidotech Solutions Corp., we are seeking a highly skilled Service Desk Engineer 1 to join our Technical Engineering Center (TEC) team. As a Service Desk Engineer 1, you will play a critical role in providing remote technical support to our customers in a 24x7x365 environment.

Key Responsibilities:
  • Provide first contact support to customers via telephone, web portal, email, and chat to ensure timely and effective resolution of end-user issues.
  • Follow-up on open tickets, keeping clients informed of any updates to their tickets.
  • Record, track, and document service desk incidents within our Service Desk application.
  • Collaborate with team members to identify solutions to customer support requests and escalate to senior team members or external resources as needed.
  • Provide first-tier support for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, and basic application and hardware troubleshooting.
  • Add users, remove users, reset passwords, and change folder permissions.
  • Utilize remote access solutions and support on various topics, including VPN clients, Terminal Services, and Citrix.
  • Troubleshoot issues using the latest versions of Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus and Malware software, Spam Filtering, and Microsoft Office Applications.
Requirements:
  • Must be fluent in German.
  • A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry.
  • Stellar written/verbal communication and customer service skills to maintain high collaboration and interaction with clients and colleagues.
  • Ability to defuse potentially difficult situations with angry or unpleasant clients.
  • Sound judgment and decision-making skills to make decisions that affect customers without consulting a supervisor.
  • Ability to deliver excellence independently and excel in a fast-paced, high-stress Service level Agreement (SLA) driven environment.
  • Ability to perform a variety of duties, often changing from one task to another of a different nature.
  • Strong attention to detail to ensure accurate and complete work.
  • Availability to work flexible hours, including night shifts and/or weekends.
  • An Associate or Bachelor's Degree in Computer Science/Engineering or related field preferred.
  • Preferred Technical Certifications: CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate, and Apple Certified Support Professional.

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