Advanced Technical Support Specialist

1 day ago

Antipolo City, Calabarzon, Philippines beBeeTechnician Full time ₱1,000,000 - ₱1,250,000
Service Desk Technician

As a Service Desk Technician, you will be the primary point of contact for technical support requests from end-users.

The role requires a strong technical background, excellent problem-solving skills, and a customer-focused approach. You will act as a bridge between Level 1 support and more specialized IT teams, ensuring timely resolution of complex issues.

Your key responsibilities include:

  1. Providing technical assistance to customers by diagnosing and resolving hardware, software, OS related, M365, and basic network issues.
  2. Handling escalated tickets from Level 1 support, ensuring prompt and effective resolution.
  3. Escalating unresolved issues to Level 3 or specialized teams as necessary.
  4. Collaborating with cross-functional teams such as NOC and L1 to ensure a seamless customer experience.
  5. Conducting root cause analysis for recurring issues and providing recommendations for resolution.
  6. Documenting resolutions and updating knowledge base articles.
  7. Configuring, installing, and troubleshooting hardware such as desktops, laptops, printers, and peripherals.
  8. Managing software installations, updates, and troubleshooting.
  9. Assisting with user account management (Active Directory, email, and other systems).
  10. Monitoring system performance and reporting anomalies to relevant teams.
  11. Assisting in maintaining and updating IT inventory and asset management systems.

Required Skills 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.

Preferred Skills and Qualifications

  • MCSE: Productivity Certification.
  • ITIL v3 Foundation Certification or equivalent knowledge of IT service management.
  • Experience with Azure Rights Management and mobile device management (MDM).
  • Knowledge of compliance frameworks and data protection practices.
  • Familiarity with Exchange ActiveSync and mobile device integration.

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