Helpdesk (IT) Support

THE ROLE

Our client is looking for a Helpdesk/IT Support who will play a crucial role in providing technical assistance and support to employees, ensuring the smooth functioning of their MacBooks, Windows devices, and various company software, including Google Workspace and Office 365.

SCHEDULE: 9:00 AM – 6:00 PM Eastern Standard Time (10:00 PM – 7:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Provide technical assistance and troubleshooting support to end-users experiencing hardware and software issues related to MacBook, Windows devices, and company software

·       Collaborate with a remote team to discuss daily helpdesk requests, strategize on ticket resolution, and follow up with users to ensure their issues are resolved promptly and effectively

·       Take proactive measures to make mass updates or configuration changes to resolve software outages caused by updates or errors, which the current mobile device management system cannot address

·       Assist in maintaining documentation related to common issues, troubleshooting steps, and solutions to enhance the efficiency of the support process

·       Provide excellent customer service by maintaining a high level of professionalism, patience, and empathy in all interactions with end-users

·       Stay updated on the latest technology trends, software updates, and best practices to continuously improve support services

·       Utilize secure remote tools, phone, and video conferencing software to provide exceptional support to the distributed workforce

·       Perform the following ticket management tasks:

o   Complete and close a minimum of 10-15 helpdesk tickets daily

o   Ensure timely and effective resolution of user issues

·       Perform the following tasks to minimize response time:

o   Respond to incoming helpdesk tickets within 10-15 minutes of receipt to acknowledge the user's request

o   Commit to closing tickets within one hour of their creation, whenever possible, to minimize downtime for end-users

·       Perform the following support session tasks:

o   Schedule support sessions as needed to connect directly with users facing complex technical issues or those requiring hands-on assistance

o   Conduct support sessions professionally, guiding users through problem-solving steps, and ensuring their technical issues are resolved satisfactorily

QUALIFICATIONS

·       A Bachelor’s degree in the related field is an advantage

·       Previous experience in a helpdesk or technical support role, preferably in a remote setting

·       Proficiency in troubleshooting and providing support for MacBooks Windows devices, and common business software, including Google Workspace and Office 365

·       Knowledge of mobile device management systems and the ability to make mass updates or configuration changes is a plus

·       Strong communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical users

·       Familiarity with remote support tools and video conferencing software

·       Problem-solving skills and the ability to work independently and collaboratively within a remote team environment