IT Help Desk Specialist

Tricentis has expanded rapidly since its founding in 2007. Headquartered in the heart of Austin, Texas, Tricentis has office locations throughout the world. We are looking for people who are dynamic, passionate, and versatile – from entry-level to seasoned pro.

Now, we are expanding our footprint here in Manila, Philippines Join us and be a part of a pioneering team.

About the Role:

Come join an exciting, high growth company where you will provide 1st Level hands-on, technical, and customer-facing support while delivering first-rate customer service across the Tricentis organization If you are a team-oriented, support-minded individual with an interest in growing a strong technical background, then providing 1st Level IT support at Tricentis might be perfect for you.

In this role, you will be a resident problem-solver, providing front-line support for global Tricentis internal employees. You will have the opportunity to use/learn technical skills to identify and troubleshoot problems, investigate root causes, partake in process creation, and provide solutions to IT-related issues. Come be part of the Global End User Support team 

The IT Help Desk Specialist will be a full-time member as part of a global End User Support (EUS) team that provides first-rate customer service while performing ticket-based support to Windows and Mac users. This position reports to the Manager of End User Support and will utilize chat, email and self-service based support channels to assist global end-users with their day-to-day issues. All EUS members are expected to work in a hybrid fashion with 3 days a week being on-site at the local Tricentis office. EUS Team members document all work through the ITSM ticketing tool (ie. Requests, Incidents, Changes, Asset Management). All EUS team members are required to be detailed-oriented, process-driven and accountable for their areas of responsibility.  The IT Help Desk Specialist will be the 1st point of contact for technical support issues. This entry-level role will provide 1st level remote support for hardware, software and network-related issues, escalating complex problems to high tiers when necessary.

What We're Looking For:

Essential Requirements

• High School Diploma required, Associate Degree in IT or related field preferred

• Fluent English Speaker

• Exceptional customer service skills and sense of urgency

• Must be able to demonstrate analytical and problem-solving skills.

• Ability to effectively prioritize and execute tasks in a dynamic and demanding environment.

• Strong Knowledge of Windows OS, Microsoft Office Suite, Apple OS and Networking fundamentals

Experience to include:

• At least 3 years in an IT Support role/Service Desk

• Understanding of the fundamentals of desktop administration

• Understanding of Network Administration, Active Directory, O365, Vulnerability Patching, IT-Security Tools

• Use of InTune and JAMF to Install and configure both hardware and desktop apps/software

• Performing analytical and technical tasks on PC systems and MacBooks

• Understanding of ITIL fundamentals (incident, request, problem, change)

Desirable Requirements

• A+ Certification preferred

• Jamf experience preferred

• Intune experience preferred

• Jira Service Management experience preferred

OUR CORE VALUES

Knowing what we need to achieve and how to achieve it is important. Tricentis core values define our ways of working and the behaviors we model that create an enjoyable and successful Tricentis life.    

• Demonstrate Self-Awareness: Own your strengths and limitations.

• Finish What We Start: Do what we say we are going to do.

• Move Fast: Create momentum and efficiency.

• Run Towards Change: Challenge the status quo.

• Serve Our Customers & Communities: Create a positive experience with each interaction.

• Solve Problems Together: We win or lose as one team.

• Think Big & Believe: Set extraordinary goals and believe you can achieve them.

Why You'll Love Working at Tricentis:

• Market competitive salary + success-oriented bonus.

• Day 1 HMO coverage with 3 free dependents.

• Hybrid work arrangement

• Work with the market leader in model-based automation testing.

• Supportive and engaged leadership team.

• Our commitment to diversity and inclusion runs deep. We actively seek out those with different perspectives and consciously take steps to ensure everyone has a voice

• We're a global company