Help Desk Services Technician I

4 days ago

Clark PHL, Philippines ‎ConnectWise Full time ₱300,000 - ₱450,000 per year
General Summary:

The Help Desk Services Technician I is responsible for real-time 24x7 support to partners globally. This role supports partners by providing technical guidance and follow-up on customer questions or issues with the goal of first contact resolution.

Essential Duties and Responsibilities:


• Provides support to the partner teams, with a high attention to detail


• Helps partners resolve issues with desktop, laptop computers, and mobile devices


• Works through general access, connectivity, and desktop application issues


• Assigns basic administration of user accounts and groups


• Manages assigned tickets, working through and tracking issues to resolution


• Records detailed information into Service Desk ticketing system


• May act as a liaison between Partners and NOC team in India

Knowledge, Skills, and/or Abilities Required:


• Ability to perform routine situations and procedures with moderate supervision


• Excellent customer service skills
• Strong team player, ability to build positive and collaborative relationships within the ConnectWise organization


• Knowledge of Windows and Apple operating systems
• Knowledge of network and VPN basics


• Excellent English communication, written, and verbal skills
• Strong organization, problem solving, and time management skills

Educational/Vocational/Previous Experience Recommendations:


• Requires basic knowledge of job procedures and tools


• Bachelor's Degree in related field or equivalent work experience


• 1+ years of related experience
• Preferred: IT Certification (Apple, Microsoft, COMPTIA, ITIL, HDI etc.)


• Preferred: Proficiency in Active Directory

Working Conditions:


• Hybrid/Remote/On-Site depending on location


• 0 – 10 % travel may be required

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