IT Support Professional

1 day ago


Antipolo City, Calabarzon, Philippines beBeeHelpDesk Full time ₱320,000 - ₱520,000

Job Opportunity:

This role is a pivotal position within our organization, responsible for delivering exceptional user support as the primary point of contact for all internal technology issues.

Duties and Responsibilities:

  • Triage and resolve Tier 1 issues; escalate unresolved items after thorough investigation/troubleshooting
  • Manage user accounts in Active Directory, Microsoft 365, Teams Voice, Intune, and other relevant platforms
  • Configure and deploy new Windows devices using Autopilot and Intune policies to ensure seamless onboarding
  • Provide comprehensive assistance with desktop/laptop issues, mobile device setup, email configuration, MFA setup (Microsoft Authenticator), and printer issues (Windows Print Server)
  • Install and configure business applications and tools to enhance productivity
  • Offer remote support via Splashtop to cater to diverse user needs
  • Log all support interactions and resolutions with meticulous attention to detail and adherence to SLA expectations
  • Monitor ticket queue and ensure timely responses and closures within SLA targets (90%+)
  • Document known issues, solutions, and update the IT knowledge base regularly to foster continuous improvement
  • Identify documentation gaps and track them for knowledge base updates to maintain accuracy
  • Collaborate with the IT Manager and Tier 2 Support Specialist on projects and cross-functional initiatives to drive success
  • Proactively monitor recurring issues and flag opportunities for automation or process refinement to optimize efficiency
  • Assist with new hire onboarding setup and support for all systems to ensure smooth transitions
  • Support the release of quarantined email requests (DarkTrace) to maintain data integrity

Requirements:

  • A degree in Information Technology or a related field, or equivalent experience
  • CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar certification is preferred
  • At least 2–4 years of experience in a help desk or technical support role, with a proven track record of delivering results
  • Prior experience with device provisioning and user account administration is highly valued
  • Demonstrated expertise in supporting Windows environments and Microsoft 365 is essential
  • Familiarity with common SMB tools and IT infrastructure is required
  • Exceptional communication and customer service skills under pressure are crucial
  • Excellent documentation and organizational abilities are necessary to maintain accuracy and efficiency
  • Self-motivation, ability to prioritize tasks, and take ownership are key characteristics for success in this role


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