Tier 1 Service Technician

Job Description
We want you to see first why this opportunity stands out and why it could be a great fit for you.

Independent Contractor Perks
HMO Coverage for eligible locations

Permanent work from home

Immediate hiring

Steady freelance job

Job Overview
The Level 1 Technician is an entry-level position responsible for providing initial technical support to clients, resolving basic issues, and escalating complex problems to higher-tier technicians. This role serves as the first point of contact with clients via phone, email, or chat, ensuring prompt and professional service. You will work closely with a supportive team, leveraging our advanced tools to manage tickets, maintain documentation, and

contribute to our automation initiatives. This is a remote or on-site opportunity with a focus on skill development and career growth.

Job Highlights
Hourly Rate
: The equivalent of $5.00 USD per hour in the applicant's local currency

Schedule:
Position requires flexible and amenable to possible shifting schedule. Possible work schedule would be:

• Tuesday - Saturday, 6PM - 3AM Pacific
• Monday - Friday, 9AM - 6AM Pacific

Work Arrangement:
Work from home

Contract:
Independent Contractor

Side Note: Since this is a permanent work-from-home position and the arrangement is that of an "Independent Contractor," the selected candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.
Responsibilities

• Respond to client inquiries and technical issues via phone, email, or chat using Dialpad, aiming for a 98% response SLA within 30 seconds.
• Diagnosing and resolution basic hardware, software, and network issues (e.g., password resets, printer troubleshooting, basic OS support).
• Log and manage tickets in ConnectWise Automate, ensuring accurate details and timely update.
• Escalate unresolved issues to Level 2 technicians or the Service Team Lead with clear documentation, reducing backlog.
• Assist in triaging tickets during daily huddles, prioritizing based on client urgency and team capacity.
• Update and maintain documentation in ConnectWise, including SOPs and resolution notes, to support knowledge sharing.
• Collaborate with teammates to identify automation opportunities, supporting our real-time operations goal.
• Engage in Lunch and Learn sessions to develop skills (e.g., A+ certification prep) and stay updated on tools like Timezest.

Requirements

• 0-2 years of experience in IT support or a related technical role, or equivalent hands- on experience.
• Must have experience with Google Workspace.
• Basic understanding of Windows, macOS, and common software applications (e.g., Microsoft Office).
• Familiarity with IT support tools (e.g., remote desktop software, ticketing systems like ConnectWise).
• Strong problem-solving skills and ability to learn quickly in a fast-paced environment.
• Excellent verbal and written communication skills for client and team interactions.
• Ability to work independently and as part of a team, with a "Team Player" mindset.
• Willingness to work flexible hours, including potential early shifts, to support 24/7 coverage.

Reminder
Apply directly to the link provided; you will be redirected to BruntWork's Career Site. You must apply using the said link to complete the initial requirements, which includes pre-screening assessment questions, technical check of your computer, and voice recording.

Applications With Complete Requirements Will Be Prioritized.
Job Details

Role Level: Mid-Level Work Type: Full-Time Country: Philippines City: Manila, National Capital Region Company Website: Job Function: Customer Service Company Industry/

Sector: Wholesale Wholesale Hardware Plumbing Heating Equipment And Retail

What We Offer

About The Company
Searching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.

Report

Disclaimer: is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us