
IT Helpdesk I End User Support I Taguig I To Start ASAP
4 days ago
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.
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
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