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Remote Help Desk Technician

2 weeks ago

Angeles City, Central Luzon, Philippines Seidotech Solutions Corp. Full time

About the Job

  • This role involves providing technical assistance to customers remotely.

Responsibilities

  • Handle incoming requests via various channels to resolve customer issues efficiently.
  • Document and track incidents within the Service Desk application.
  • Work collaboratively to identify solutions and escalate complex issues.
  • Support customers on Windows, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, or basic application and hardware troubleshooting.
  • Manage user accounts, reset passwords, and adjust folder permissions.
  • Familiarity with IP addressing concepts.
  • Utilize remote access tools for VPN clients, Terminal Services, and Citrix.
  • Analyze problems using latest technologies: 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.

Skills Required

  • Several years of experience in Managed Services or IT Services industry.
  • Excellent communication and customer service skills.
  • Capacity to manage conflicts effectively.
  • Sound decision-making abilities to impact customer outcomes.
  • Capability to work well under pressure in a fast-paced SLA-driven environment.
  • Meticulous attention to detail to ensure accuracy.
  • Flexibility to adapt to changing schedules, including night shifts and weekend work.