Help Desk Professional

1 week ago

Dasmariñas, Calabarzon, Philippines beBeeCustomer Full time $40,000 - $80,000
Global IT Support Specialist

  • As a Global IT Support Specialist, you will play a critical role in ensuring seamless technology experiences for our global workforce.

Key Responsibilities:

  • Act as the first point of contact for employees seeking technical assistance via ticketing system, email, and chat.

  • Provide initial troubleshooting for hardware, software, and network issues for Mac and Windows users.

  • Assist users with basic issues related to Google Workspace (Gmail, Drive, Calendar), Active Directory, Okta, GTM Applications like Salesforce and other company standard applications.

  • Support users with basic conferencing setups, primarily Zoom, Google Meet.

Ticketing and Documentation:

  • Log all support requests and incidents accurately in the ticketing system.

  • Escalate unresolved issues to the appropriate L2 or L3 specialized IT teams.

  • Assist in creating and maintaining basic user-facing knowledge base articles for common issues.

Collaboration:

  • Collaborate with global IT support team members to ensure consistent service delivery.

Requirements:

  • 1-2+ years of experience in an IT helpdesk or technical support role.

  • Basic troubleshooting experience with macOS and Windows operating systems.

  • Familiarity with common enterprise IT tools and platforms (e.g., Okta, Google Workspace, Jira).

  • Experience using remote support tools.

  • Basic understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi).

  • Excellent customer service and communication skills, with the ability to explain technical concepts clearly to non-technical users.

  • Ability to work independently and manage time effectively during the night shift.

  • Experience with ticketing systems like Jira is preferred.

  • Willingness to work the night shift schedule is essential.

  • Ability to attend occasional in-person training or team events in the Bangalore or Manila office.

  • Certifications (Preferred but not required): CompTIA A+ or ITIL Foundations.

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