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IT Helpdesk Specialist

2 weeks ago

Bacolod City, Western Visayas, Philippines CoDev Full time


Overview

Our client is a marketing software company that serves small business owners, primarily financial advisors, and insurance agents. About 40,000 small businesses use our tools to build websites and send out content. Generally, these businesses don't have marketing departments but are growth-minded enough to know they need to market themselves. We help them do just that.

About Our Client
Founded over a decade ago and now has 350+ (and growing) employees spread out across the globe. They embrace a fast-paced, results-oriented culture, and focus on a healthy work/life balance. They value collaboration and open, thoughtful communication. 

About the Role
We are seeking a highly adaptable and self-motivated Help Desk Specialist to provide remote IT support to end users. This role requires strong problem-solving skills, the ability to work independently, and a willingness to step outside of your
comfort zone. 

This position will workout of the CoDev office in either Bacolod, or Cebu. We are looking for a long-term hire who is interested in growing within our organization. With success in this role, there is a potential path to a managerial or lead position to help further develop and mature the help desk department under IT
management.

The IT team supports a diverse portfolio of applications, and this role offers valuable hands-on experience that will support your professional growth.



Responsibilities

- Provide tier 1 & 2 remote technical support for Windows and Mac operating systems.
- Support Office, Google, and other SaaS applications. Our client supports over 200 applications.
- Troubleshoot VoIP telecom devices and network connectivity (virtual meetings, call center issues, phone troubleshooting).
- Assist in maintaining cloud environments through secure practices.
- Manage and track support requests through a ticketing system.
- Maintain detailed documentation of issues and resolutions.
- Provide clear, user-friendly explanations of technical solutions to non-technical staff.
- Create and maintain knowledge base sources that help automate resolutions
- Work independently and prioritize tasks in a fast-paced, evolving environment.
- Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor



Qualifications

- CompTIA A+ or equivalent preferred but not required
● 2+ Year Experience with desktop and mobile operating systems, including Windows, MacOS, iOS, and Android systems.
● 1+Years supporting workspace style applications, such as Microsoft 365 or Google Workspace
● Experience supporting VoIP and omnichannel systems, such as RingCentral, Microsoft, Zoom, etc.
● Basic knowledge of networks (TCP/IP, switches, network devices, network troubleshooting),
● Experience supporting users via help desk ticketing.
● Ability to work in a team environment.
● Exceptional written and oral communication skills.
● Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
● Strong documentation skills. Ability to absorb and retain information quickly.
● Ability to present ideas in user-friendly language.
● Highly self motivated and directed.
● Keen attention to detail.
● Proven analytical and problem-solving abilities.
● Ability to effectively prioritize and execute tasks in an ever-changing environment.

 Ideally, we start with 9pm-6am for training and eventually move to 6pm-3pm. As the user grows into the position. 



Required Skills

IT Support (5), Customer Success - Voice (3), Chat Support (3), Customer Service (3), Documentation (3), HubSpot (3), Digital Asset Management (3)

Years of Experience Needed

3