Tech Support Specialist

2 days ago

Tarlac City, Central Luzon, Philippines beBeeTechnical Full time ₱1,200,000 - ₱1,500,000
About the Role

This position is part of our dynamic IT Support Team, crucial to ensuring seamless technology experiences for our global workforce. As a customer-focused IT Support Specialist I, you will be responsible for providing first-level technical support to employees worldwide.

  • Provide initial troubleshooting for hardware, software, and network issues for Mac and Windows users.
  • Assist users with basic issues related to Google Workspace, 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

You will be responsible for:

  • Logging all support requests and incidents accurately in the ticketing system (Jira).
  • Escalating unresolved issues to the appropriate L2 or L3 specialized IT teams.
  • Assisting in creating and maintaining basic user-facing knowledge base articles for common issues.
User Account Management

Additional responsibilities include:

  • Performing basic user account tasks like password resets and account unlocks.
  • Assisting with basic aspects of onboarding and offboarding processes under supervision.
Collaboration

We are looking for someone who can effectively collaborate with our global IT support team members to ensure consistent service delivery.

Requirements

To be successful in this role, you should have:

  • 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, etc.).
  • 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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