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Tier 2 Help Desk Technician

2 weeks ago

Philippines DOXA Talent Full time

Our Company

At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.

What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.

The Role:

We are seeking a detail-oriented Move/Add/Change Technician to join our team. This role focuses on precision and accuracy in executing configuration changes, onboarding, and routine technical tasks. The ideal candidate will follow written procedures meticulously, adapt to vague customer requests by clarifying needs, and possess technical ability comparable to a Tier 2 Help Desk Technician. This combination ensures that work is completed with accuracy while also providing the capability to troubleshoot and resolve more complex technical issues when necessary.

Location: Must be in Philippines– Remote.

Environment: only Philippine candidates are allowed to apply.

Language: Excellent communication skills

Timezone: Monday to Friday, 7:00 AM – 4:00 PM Pacific Standard Time (11:00 PM – 8:00 AM Philippine Standard Time), follows Philippine holidays

Contract: Full-time Contract.

Requirements

Education: Associate or bachelor's degree in a related field or equivalent work experience preferred.

Experience: 5+ years of Help Desk or IT support experience 

Skills:

  • Hands-on experience with Windows and Mac operating systems.
  • Knowledge of Windows Server and Active Directory.
  • Networking knowledge: DNS, DHCP, VPN, TCP/IP.
  • Proficiency with MS Office and Office 365.

Characteristics:

  • Independent critical thinker.
  • Exceptional attention to detail and ability to follow written procedures accurately.

Responsibilities:

  • Accurately execute customer requests for moves, adds, and changes to systems and configurations.
  • Follow documented processes with a high degree of accuracy, ensuring consistent and reliable results.
  • Communicate with customers to clarify requests and determine true needs when instructions are vague.
  • Provide timely support, ensuring customer satisfaction remains above 90%.
  • Assist with onboarding new users into systems and provisioning devices/software.
  • Install, configure, and test workstations, software, and peripheral equipment.
  • Troubleshoot and resolve workstation, network, and server issues when escalations require Tier 2–level technical skills.
  • Maintain accurate inventory of equipment, software, and licenses.
  • Document, track, and monitor IT support requests in the ticketing system.
  • Support IT projects related to user onboarding, system changes, and vendor-required updates.
  • Escalate complex issues to Tier 3 as needed, while owning the customer communication.
  • Obtain required certifications within 6 months.
  • Technical ability equivalent to a Tier 2 Help Desk Technician, including strong troubleshooting and problem-solving skills.
  • Experience handling vague customer requests by clarifying and aligning with customer needs.
  • Ability to leverage AI tools to improve efficiency and accuracy in workflow.