Service Desk Technician

1 day ago

Angeles City, Central Luzon, Philippines Brain Bubble LLC Full time ₱900,000 - ₱1,200,000 per year

Employment: Remote Contractor

Company Base: US

Location: PH - Permanent WFH

Shift: GY Shift

Workstation: Equipment Provided

Benefits:

  • Competitive Salary (USD Based)
  • Permanent WFH
  • Professional Growth and Training
  • Supportive Work Environment

GENERAL DESCRIPTION:

The Service Desk Technician provides technical support for desktop hardware, applications, and peripherals. As part of the Support Operations team, they collaborate with clients and colleagues to quickly resolve issues, ensuring smooth daily IT operations. Success in this role means delivering effective solutions, clear communication, and maintaining high customer satisfaction.

RESPONSIBILITIES AND DUTIES:

  • Provide effective technical support to clients via phone, chat, email and RMM toolset.
  • Diagnose and resolve client-initiated desktop application and hardware related issues within the time limitation determined by your manager. (expected 30 minutes or less).
  • Expected ticket closure of 5-10 tickets and answer 8-12 inbound calls per day with 80% billable utilization.
  • Verify that all tickets falling within the general support scope are addressed appropriately.
  • Update and validate relevant client documentation as needed.
  • Maintain transparent communication with clients regarding active support inquiries and standardize ticket formats when necessary to ensure consistency in service delivery.
  • Promptly escalate support tickets to the support team if unable to resolve within allotted time, while following standard operating procedures.
  • Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.

SPECIFIC SKILLS:

  • Experience supporting Microsoft Client OS (Windows 10 & 11), Microsoft Office suite or Office 365. PC peripherals such as USB headsets, printers, docks, Bluetooth and keyboards/mice. Experience supporting wired and wireless LAN connectivity issues, user account management (password management, MFA etc.).
  • Prior experience working within an MSP and using MSP toolset (RMM, ConnectWise/ServiceNow, ManageEngine etc.) preferred.
  • Prior BPO experience preferred.

SOFT SKILLS:

  • Strong ability to diagnose and resolve technical issues timely and effectively
  • Experience with various troubleshooting tools and techniques
  • Strong organizational skills and ability to prioritize tasks
  • Excellent verbal and written communication abilities
  • Active listening skills to fully understand client issues and concerns
  • Precise attention to detail to ensure accurate record-keeping
  • Passionate about providing an excellent client experience

Education & Certifications (Optional):

  • Bachelors or Associates degree in Information Technology, Computer Science, Network Administration or similar business field.
  • 6+ months of relevant IT experience as either a Workstation/Bench Technician, Help Desk Analyst, Endpoint Administrator, IT Specialist or similar position.
  • Industry certifications (e.g., CompTIA A+, Network+, Security+) are highly desirable but not required.

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