HelpDesk – Level 1 Technician

2 weeks ago

Taguig, National Capital Region, Philippines Eastvantage Business Solutions Inc. Full time ₱250,000 - ₱500,000 per year

Summary:

Responsible for providing support for all team members and third-party users. Troubleshoot and resolve hardware, software, and voice/data communication systems issues. Configure and setup computers remotely. Write concise, informative tickets. Follow up on all tickets in a timely manner and follow through to resolution. Excellent customer service skills (verbal and written communication skills), experience with remote support, strong problem-solving skills, and professionalism are required qualities. The ability to multi-task, prioritize and work under pressure are required. The individual must also be a self-starter who is committed to learning and work well in a team environment. Security is the number one priority for Technology Department and this position must prioritize that when assisting end

users and following the Security and User Access Policy.

We are seeking Technicians that have:

  • Sharp problem-solving skills & initiative – Ability to look solve the issue presented while also being able to recognize patterns to solve repeat issues as well as look at the big picture to prevent future issues.
  • Strong oral and written communication skills – Ability to communicate with others that are not as technical to explain

    the issue and train them
  • Commitment to following up on all issues in a timely manner. – Familiar with working in a fast-paced environment where resolving issues is crucial to the success of the company
  • Commitment to uncovering the root of the issue—not applying a band aid fix.
  • Ability to find the balance between researching and resolving issues on your own, while also knowing when to escalate the issue.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Respond to telephone calls, emails, and requests from personnel.

    o Upgrade, and support PC software applications.

    o Configure computer equipment including desktop computers, laptop computers, VDI, printers, and networking devices.
  • Document, track, and monitor the problem to ensure a timely resolution.
  • Assist with projects
  • Provide basic training for users
  • Assist with adding and maintaining articles in the Knowledge Base.

Requirements:

  • Understand and lives out the Action Values.
  • Provides great customer experience
  • Phone, ticketing and chat knowledge
  • Knowledge MS Office Suite (Word, Excel, Outlook) skills required – some experience in Microsoft Exchange Online, Microsoft Entra, & Active Directory Users and Computers is a huge plus
  • Familiarity with Help Desk practices (ticket systems, knowledge bases, team environment, phone support, etc)
  • Familiarity with software platforms that Action currently uses (Zoom, DocuSign, Tungsten Power PDF, and Zoom Phone systems is a big plus)
  • Rely on instructions and pre-established guidelines to perform the functions of the job
  • Know the basic components of PCs and understand how they operate.

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