IT Helpdesk I End User Support I Taguig I To Start ASAP

2 days ago

Taguig, National Capital Region, Philippines Private Advertiser Full time $40,000 - $60,000 per year

About the Role

As a member of the Support Center team, a Tier 1 Engineer is responsible for responding to, escalating, and resolving monitoring alerts we receive through our various systems. The Company has a dedicated Support Center where tickets will be received, prioritized, and if need be, escalated to higher tiers of support. The Tier 1 Engineer will work closely with the other staff members under the Manager's direction with responsibilities including, but not limited to, the following:

  • Respond to monitoring requests that come in via phone, email, or ticketing system
  • Utilize the Account's RMM systems to triage alerts and alarms
  • Interact with clients using professionalism and promptness
  • Jointly solve problems through collaboration with team members.
  • Proven experience troubleshooting problems ranging from server, network, and PC issues.
  • Must provide quality customer service skills in all forms of communication.
  • Collaborate with Tier 2 and Tier 3 technicians on escalated customer support requests
  • Document resolutions and build knowledge base articles
  • Engage in continued certification training to improve their skillset.
  • All technicians are required to track time and activity in the Account's ticketing system.
Requirements

What You Bring to the Team

  • Minimum of 1 year experience in administering/supporting any of the following.
  • LAN/WAN environments.
  • Office365 and Azure
  • VMWare and/or HyperV
  • Network Operations Center
  • Help desk or relevant customer service skills
  • Experience with PSA and RMM Tools

Skills

  • Prior MSP Experience a plus
  • Microsoft Windows Server 2016/2019
  • Active Directory
  • Microsoft365 administration knowledge
  • Fundamental understanding of DNS, DHCP and TCP/IP
  • Microsoft Exchange and SQL Server
  • VMware vSphere
  • Knowledge of back up technologies
Knowledge of security practices and policies  li

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