Service Desk Agent

4 days ago

Manila, National Capital Region, Philippines Agilitec IT Full time

Employer: An MSP company located in Burbank, California, USA

Work Setup: Remote

Working schedule: Pacific Standard Time (Days & Time: TBD)

Salary: $1,200 - $1,300 monthly

Benefits:

  • 13th Month Pay
  • HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
  • Personal Time Off (After a 90-day probationary period)

Requirements:

  • Strong Customer Service Skills
  • Excellent oral/written communication skills
  • Thorough understanding of computers (both Windows & MAC OSX preferred)
  • Experience with email systems and a basic understanding of Active Directory & Network troubleshooting is required
  • Support of enterprise applications (proprietary or otherwise) is desired
  • One year of experience working on a help desk is required

Duties & Responsibilities:

  • Process incidents and requests via telephone and email
  • Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources
  • Monitor the unassigned ticket queue and follow up on assigned tickets every 24 hours
  • Identify and escalate tickets to TTI management or appropriate support groups when needed
  • Document issues and troubleshooting steps concisely in the ticketing system
  • Follow up on open issues with escalation groups to provide updates to the customer
  • Basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support groups
  • Familiarity with common software installations (i.e., Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps
  • Analyze information about the users' issues and determine the best way to resolve these issues
  • Provide support on Level 2 and Level 3 issues where configuration solutions have already been documented

Technology knowledge and support experience required:

  • High Proficiency in providing support and troubleshooting Windows 10 and macOS
  • Microsoft 365: Active Directory, Outlook, Excel, Word
  • ITSM Ticketing System: ServiceNow, Connectwise
  • Collaboration Tools: Teams, Slack, or Zoom
  • Contact Center / Call Center VOIP: 8x8, Cisco, Mitel

A plus to have knowledge and support experience with:

  • Microsoft 365 Admin Center
  • Azure Active Directory
  • Exchange Admin Center
  • Endpoint Manager Admin Center

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