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
The Level 1 Service Desk Technician serves as the first point of contact for all incoming support requests. This role focuses on delivering a positive client experience, resolving common user issues, and ensuring accurate triage and escalation for issues requiring higher-level support. Level 1 technicians are expected to follow documented processes, communicate clearly, and escalate appropriately. They are not expected to resolve every issue independently.
This role is designed as a steady, execution-focused position. A defined growth path beyond Level 1 is not anticipated in the near term. Candidates seeking rapid advancement into higher-tier technical roles may not find this position aligned with their long-term goals.
Location: Must be in Philippines Remote.
Environment: only Philippine candidates are allowed to apply.
Language: Excellent communication skills
Timezone: Monday-Friday, 8:30 AM5:30 PM EST (9:30 PM 6:30 AM Philippine Standard Time), follows Philippine holidays
Contract: Full-time Contract
Requirements
Education: Bachelor's degree in a related field preferred.
Experience
- 2 years of professional IT support experience.
Skills
- Candidates must have prior hands-on technical support experience (entry-level/no-experience candidates will not be considered)
- Experience as a Helpdesk Technician or similar role required
- MSP support experience is a plus but not required
- Experience using an enterprise ticketing system is a plus
- Working knowledge of Microsoft tools (Word, Excel, Outlook, etc.)
Characteristics
- Strong analytical and troubleshooting skills
- Excellent written, verbal, listening, and interpersonal communication skills
- Due to the phone support requirement for this role, near accent-neutral communication is required
- Ability to empathize with client issues and strive toward resolution
- Strong time management and organizational skills
- Highly motivated self-starter with enthusiasm and a willingness to go the extra mile
- Strong team collaboration skills
Responsibilities
First-Line Support & Communication
- Serve as the initial responder for incoming service desk requests
- Communicate professionally and clearly with end users
- Gather essential information to understand the issue and its business impact
- Set appropriate expectations for resolution or escalation
Level 1 Troubleshooting
- Resolve common user-level issues by following documented procedures
- Assist users with authentication and access issues, including MFA login troubleshooting
- Perform basic troubleshooting related to user accounts, email, applications, and general workstation usability
- Use remote support tools as required
Ticket Management & Escalation
- Create and maintain accurate service tickets
- Properly categorize, prioritize, and update tickets throughout their lifecycle
- Escalate issues that fall outside of Level 1 scope with clear documentation, including:
- Issue summary
- Troubleshooting steps performed
- Relevant context or error information
Role Boundaries
- This role does not include advanced troubleshooting or system changes
- This role does not include infrastructure design or remediation
- Escalation is an expected and essential part of the position
Measures of Success
- Quality and clarity of ticket documentation
- Timely and appropriate escalations
- Positive client interactions
- Adherence to service desk processes and SLAs
