IT Helpdesk Tier 2
RemotePhilippines
Job Summary
Serve as the escalation point of contact for customers seeking technical assistance via phone or email. Perform remote troubleshooting through diagnostic techniques and pertinent questions to determine the best solution based on issues provided. Walk customers through the problem-solving process and escalate unresolved issues to the next level of support when needed. Record events, problems, and resolutions in the ticketing system while managing client tickets to ensure satisfaction and achieve performance metrics. Represent the company professionally to customers, prospects, and vendor partners. Work from home Monday through Friday from 6:00 PM to 3:00 AM PHT.
Required Qualifications
- Minimum 4 years full-time experience working in a technology solutions environment
- Experience as a Tier 2 support in a similar environment
- Excellent written and verbal communication skills
- Knowledgeable of office automation products, databases and remote control
- Good understanding of computer systems mobile devices, and other technical products
- Strong decision making and problem-solving abilities
- Strong interpersonal and relationship building skills
- Strong passion for customer service
- Exceptional organizational skills and the ability to handle multiple tasks concurrently
- Ability to learn quickly in a fast-paced environment
- Proficient in English
Desired Qualifications
- Experience with Windows Desktop Operating Systems (Windows 7-10)
- Experience with Microsoft Office Applications (Word, Excel, etc.)
- Experience using a ticketing and time management system
- Microsoft MCP Windows 10
- Microsoft MCP Office 365
- COMPTIA A+ or related experience
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