Senior Technical Support Specialist

2 days ago

Lipa City, Calabarzon, Philippines beBeeTechnical Full time ₱1,800,000 - ₱2,500,000

Empowering Tech Talent: A Key Role in Building High-Performing Teams

About the Opportunity:

We are a dynamic and global organization with 3,500 employees across multiple locations. Our IT Support Team is crucial to our operations, ensuring seamless technology experiences for our workforce worldwide.

This role will primarily focus on providing first-level technical support to our global workforce during night shift hours. The position is primarily remote, offering flexibility while being an integral part of our global IT support structure.

  • Key Responsibilities:
  • First-Level Technical Support:
    • Act as the first point of contact for employees seeking technical assistance via ticketing system, email, & 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.
  • User Account Management:
    • Perform basic user account tasks like password resets and account unlocks.
    • Assist with basic aspects of onboarding and offboarding processes under supervision.
  • Remote & Hybrid Support:
    • Provide effective remote support to employees working from various locations.
  • 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.
  • Experience using remote support tools.
  • Basic understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi).
  • Excellent customer service and communication skills.
  • Ability to work independently and manage time effectively during the night shift.
  • Experience with ticketing systems is preferred.

Necessary Skills:

  • Technical support expertise.
  • IT tool proficiency.
  • Communication skills.
  • Teamwork ability.

Benefits:

We offer a great opportunity to grow your career in a supportive environment with a wide range of benefits, including professional development opportunities.

Avoidable Challenges:

By joining our team, you will avoid dealing with complex IT issues and have access to continuous training and support.

Become a Part of Our Global Team:

We value diversity and inclusion in the workplace and welcome applications from talented individuals who share our values.

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