Level 1 Help Desk Support

ROLE SUMMARY

As a Level 2 Help Desk Support, you will be part of the team that proactively maintains our clients’ computer environments. This role will be responsible for managing the client’s servers and equipment, as well as providing support for software and systems.

SCHEDULE: 8:00 AM – 5:00 PM Pacific Standard Time (12:00 AM – 9:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Analyze computer-related requirements, resolve problems, and install hardware and software solutions

·       Handle administration and internal support of clients’ PCs, printers, servers, and related equipment

·       Provide end-user support and perform PC maintenance, upgrades, configurations, and installations

·       Manage, maintain, troubleshoot, and support user equipment, software, and services remotely

·       Analyze remote monitoring reports to identify capacity and performance issues and remediate them in a timely manner

QUALIFICATIONS

·       Associate degree in Computer Technology or an equivalent combination of experience and education

·       At least 3-5 years of PC Help Desk experience, some knowledge of networking troubleshooting/repair, and at least two current certifications

·       A+, Network+, CCNA, MCSA MCP, MCSE certification preferred

·       Prior Managed Service Provider (MSP) experience

·       Experience in business networking, LAN, WAN, and wireless

·       Experience in Office 365 administration

·       Working knowledge of Windows 10, Server 2012, Server 2016/19, Office 2016/2019, Office 365

·       Knowledge of virtual environments and RDP/RDS

·       Knowledge of networking solutions including firewall, VPN, and VLANs preferred

·       Knowledge of wireless technologies

·       Technical documentation experience for administrators and end-users, with great documentation skills in all activities conducted

·       Prior job experience in customer service, with an outgoing personality and exceptional customer service skills

·       Commitment to developing and delivering top professional service to end-users

·       Commitment to the development and implementation of proactive/preventative measures

·       Ability to learn quickly and adapt to changing requirements

·       Excellent awareness of, and ability to keep current on, existing and emerging network technologies