WFH - Tier 1 Service Technician

Overview

The Level 1 Technician is an entry-level position responsible for providing initial technical support to clients, resolving basic issues, and escalating complex problems to higher-tier technicians. This role serves as the first point of contact with clients via phone, email, or chat, ensuring prompt and professional service. You will work closely with a supportive team, leveraging advanced tools to manage tickets, maintain documentation, and contribute to automation initiatives. This position offers opportunities for skill development and career growth within a collaborative, fast-paced environment.

Job Highlights

Monthly Rate: Php 49,000

Number of Paid Hours Per Week: 40 Hours

Schedule: Flexible and amenable to shifting schedules. Possible work schedules include:

• Tuesday to Saturday, 6:00 PM – 3:00 AM Pacific Time
• Monday to Friday, 9:00 AM – 6:00 PM Pacific Time
  
  Work Arrangement: Work from home
  
  Contract: Independent Contractor
  
  Side Note: Since this is a permanent work-from-home position and the arrangement is that of an "Independent Contractor," the selected candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

Responsibilities

• Respond to client inquiries and technical issues via phone, email, or chat using Dialpad, aiming for a 98% response SLA within 30 seconds
• Diagnose and resolve basic hardware, software, and network issues (e.g., password resets, printer troubleshooting, basic OS support)
• Log and manage tickets in ConnectWise Automate, ensuring accurate details and timely updates
• Escalate unresolved issues to Level 2 technicians or the Service Team Lead with clear documentation, reducing backlog
• Assist in triaging tickets during daily huddles, prioritizing based on client urgency and team capacity
• Update and maintain documentation in ConnectWise, including SOPs and resolution notes, to support knowledge sharing
• Collaborate with teammates to identify automation opportunities and support real-time operations goals
• Participate in Lunch and Learn sessions to enhance skills (e.g., A+ certification prep) and stay updated on tools like Timezest

Requirements

• 0–2 years of experience in IT support or a related technical role, or equivalent hands-on experience
• Basic understanding of Windows, macOS, and common software applications (e.g., Microsoft Office)
• Familiarity with IT support tools (e.g., remote desktop software, ticketing systems like ConnectWise)
• Strong problem-solving skills and ability to learn quickly in a fast-paced environment
• Excellent verbal and written communication skills for client and team interactions
• Ability to work independently and as part of a team with a "Team Player" mindset
• Willingness to work flexible hours, including potential early shifts, to support 24/7 coverage

Preferred Skills and Qualifications

• Entry-level certifications (e.g., CompTIA A+, ITIL Foundation) or willingness to pursue them
• Experience with MSP environments or client-facing technical support
• Basic scripting knowledge (e.g., PowerShell, Batch) to support automation efforts
• Familiarity with network troubleshooting (e.g., ping, traceroute) or firewall basics

Independent Contractor Perks

• HMO Coverage for eligible locations
• Permanent Work from Home
• Immediate Hiring
• Steady Freelance Job

Reminder

Apply directly to the link provided; you will be redirected to BruntWork's Career Site. You must apply using the said link to complete the initial requirements, which include pre-screening assessment questions, a technical check of your computer, and a voice recording. APPLICATIONS WITH COMPLETE REQUIREMENTS WILL BE PRIORITIZED.

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