Level 1 Help Desk Support

About Brainbox

Brainbox is different from every other BPO. It's not just the amazing culture, strong brand, loyal customers and talented staff - it is deeper than that. The Brainbox core value of 'Always Be Kind' is embedded in every policy, decision, and every day. We develop our people, and the Philippines management team is all Filipinos. Everything we do is aimed at providing people with a work culture that helps them improve every single day. From unlimited training to HMO benefits from day 1, we want our people to love their what they do and become the best versions of themselves.

About the Role

The Level 1 Help Desk Specialist will provide efficient and effective technical support and customer service to ensure clients can resolve their IT-related issues promptly. You will be responsible for maintaining the smooth operations of the clients by addressing technical challenges, improving user experience, and maintaining high levels of customer satisfaction.

Qualifications & Attributes

• Degree or diploma in Information Technology, Computer Science, or a related field.
• 2+ years of experience in an IT support role.
• Familiarity with Windows, Active Directory, Office 365, macOS, and popular software applications.
• Strong troubleshooting and problem-solving skills.
• Excellent communication abilities, both written and verbal, in the English language
• Ability to work effectively in a team environment.
• Strong organisational skills and attention to detail.
• Ability to handle sensitive information with discretion.

Key Responsibilities

User Account Management:

• Create user accounts across various platforms as per established procedures.
• Modify, reset, or deactivate user accounts based on requests or organizational requirements.
• Ensure user permissions are accurately set for appropriate data access.
• Maintain documentation related to account creation, modifications, and deletions.

End User Hardware Setups:

• Prepare, configure, and deploy end-user hardware such as desktops and laptops, printers, and other peripherals.
• Troubleshoot basic hardware issues to ensure efficient user experience.
• Coordinate with other IT team members or vendors for advanced hardware support.

Remote Software Installation:

• Install, update, or remove software for end-users through remote access tools.
• Ensure all installations adhere to company policies and licensing agreements.
• Troubleshoot software installation issues and coordinate with relevant teams or vendors if required.

Customer Asset Management:

• Maintain our existing database of client assets
• Produce regular reports detailing asset allocation, usage, lifecycle, and other relevant metrics.
• Collaborate with the procurement and finance teams to ensure accurate record-keeping.

General Support and Administration:

• Collaborate with higher-level support teams to escalate and resolve more complex issues.
• Update our knowledge base of solutions to common problems as you experience them.
• Participate in ongoing training to stay current with the latest technology and best practices.

Daily Monitoring of Customer Backups:

• Monitor daily all customer backups and work with the technical team to resolve any issues.
• Maintain a knowledge base of solutions to common problems and ensure it's up-to-date.

Monthly Review of Customer Subscriptions

• Review on a monthly basis that our customers are not under or over-licenced based on their requirements.

Perks

• Attractive and competitive salary
• Tenure-based and Performance-based incentives
• Paid time off
• Day shift
• Unlimited cash incentives for hired referrals
• Engagement and Recognition programs
• HMO on day 1
• Work-life balance with a 37.5h week and free weekends
• International career growth and clients
• Opportunities to travel abroad
• Modern air-conditioned offices, located along MacArthur Highway (easy public transportation access), near residences, malls, and restaurants
• Fun and inclusive working environment and great working culture
• Dedicated local support with local Management, HR, onboarding, payroll, and ICT
• Access to unlimited training and micro-competencies to advance your skills

This role is subject to a number of skills and possible online practical tests.

This position is an onsite role at our Pampanga office. Candidate must be willing to work on-site.

Work Location: Sto. Domingo, Angeles City (across Sacred Heart)

Job Types: Full-time, Permanent

Ability to commute/relocate:

• Angeles: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your notice period?
• What is your desired salary?

Experience:

• Level 1 Helpdesk Support: 2 years (Preferred)
• Australian client: 1 year (Preferred)
• MSP : 1 year (Preferred)

Work Location: In person