Helpdesk - Desktop End-User Support

4 days ago

Work from Home, Philippines KC Global Talent Solutions, Inc. Full time ₱630,000 - ₱840,000 per year

The position will be responsible for supporting and helping to resolve end-user's desktop, application, access and other related issues. This role works closely with Level 2/3 Desktop Engineers, Network and Application teams, infrastructure engineers and SMEs to resolve end-users' application and other related issued.

Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.

Diagnose and troubleshoot software, hardware, and network issues.

Provide step-by-step technical support for Windows, macOS, mobile devices, and common applications (e.g., MS Office, Outlook, browsers).

Log, track, and update incidents and service requests in the ticketing system.

Prioritize tickets based on urgency and impact.

Escalate unresolved issues to higher tier (L2/L3 support) when needed.

Create, modify, and disable user accounts in Active Directory, Microsoft 365, Google Workspace, etc.

Reset passwords, configure user permissions, and manage security groups.

Support onboarding/offboarding processes with hardware setup and account provisioning.

Troubleshoot issues related to Microsoft Office, Outlook, Teams, VPNs, and business

applications.

Assist users with email setup, delivery issues, and calendar synchronization.

Assist with Wi-Fi, Ethernet, and VPN connectivity issues.

Support users with remote access tools (RDP, FortiClient, Zscaler, etc.).

Troubleshoot basic networking problems (IP conflicts, DNS issues).

Document solutions to common problems in a knowledge base.

Follow and improve existing support procedures and troubleshooting guides.

Maintain accurate records of hardware, software, and support issues.

Ensure compliance with company IT policies (e.g., acceptable use, password policies)

Support antivirus and endpoint protection troubleshooting.

Report suspicious activity and assist with basic security incident response.

Investigate and respond to security events from NOC/SOC escalation.

Requirements:

Ticketing: ServiceNow, ZoHo or other ticketing tools and principles.

Remote Support: TeamViewer, GoTO (LogMeIn) Remote Desktop.

User Management: Active Directory, Azure AD, Microsoft 365 Admin Center.

Software: Windows 10/11, Office 365, VPN clients, printers/scanners.

Clear communication and active listening.

Patience and empathy when dealing with non-technical users.

Problem-solving and critical thinking.

Time management and prioritization.

2+ year experience in similar role

Willing to work on a night shift schedule.

Job Type: Full-time

Pay: Php50, Php70,000.00 per month

Work Location: Remote

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