Tier 1 Support (Philippines)

The Role

We're seeking a Technical Support Specialist. This role is designed for professionals who support customers with basic to intermediate technology needs, including incident response and first contact resolution using established policies, processes, and service delivery tools.

You'll play a key role in providing technical support, resolving end-user issues, documenting service requests, and escalating complex issues when needed.

Requirements

• A Bachelor's degree in the related field preferred
• Should possess and strong knowledge of Windows desktops and end-user support including Microsoft AD, Azure AD, and O365/Exchange as the technology relates to the role
• Intermediate knowledge of Windows servers, networking fundamentals, and firewall technology is a plus
• Fundamental knowledge and experience with VMWare infrastructure (vCenter/ESXi) and VMWare Horizon is a plus
• Character of culture and customer obsession is also a plus
• Experience in a multi-client environment
• Strong computer aptitude, which includes expertise with Microsoft 365 applications
• Strong organization, oral and written communication skills
• Analytical skills with particular attention to detail
• Aptitude in data management, analytics, reporting preparation
• Ability to function in an autonomous environment—independent worker, self-directed
  
  

Education: Bachelor's degree in a related field preferred.

Experience: Experience in a multi-client environment.

Skills

• Strong knowledge of Windows desktops and end-user support.
• Knowledge of Microsoft AD, Azure AD, and O365/Exchange.
• Strong computer aptitude, including expertise with Microsoft 365 applications.
• Strong organizational, oral, and written communication skills.
• Analytical skills with particular attention to detail.
• Aptitude in data management, analytics, and reporting preparation.
• Intermediate knowledge of Windows servers, networking fundamentals, and firewall technology is a plus.
• Fundamental knowledge and experience with VMWare infrastructure (vCenter/ESXi) and VMWare Horizon is a plus.
  
  

Characteristics

• Customer service oriented.
• Independent worker and self-directed.
• Customer-focused mindset.
• Ability to function in an autonomous environment.
  
  

Responsibilities

• Communicate with customers via phone, chat, and email daily
• Answer helpdesk calls and actively monitor the ticketing system to help with end-user computer-related problems including hardware, software, telephones, printers, peripherals, and related equipment
• Determine the severity of problems and resolve or refer to an appropriate staff member or vendors
• Respond to customer service requests that require excellent customer service skills and technical proficiency regarding hardware and software problems both remotely and on-site when needed
• Use remote support tools and ticketing systems to support clients using Microsoft environments including Windows and Office 365
• Install and support a variety of client-specific software packages
• Perform documentation of all work in a ticketing system and expand company procedures to maintain a knowledge base
• Escalate service issues as needed to advanced technicians