IT Support Technician
RemotePhilippines
PhilippinesRemoteFull TimeSmall
Full TimeSmall
Job Summary
Manage support requests, user account access, and security incidents via the ticketing system while resolving calls and queries for partners and vendors. Troubleshoot advanced technical issues independently, covering O365, Active Directory, networking, remote access, and hardware diagnostics. Monitor IT alerts, execute vulnerability assessments, and oversee Veeam backup operations to ensure system health and compliance. Generate and analyze system reports to identify trends, then collaborate on system upgrades and migrations. Follow Knowledge Articles to resolve incidents and contribute to process improvements.
Required Qualifications
- At least 2-3 years experience working on a service desk (MSP or non-MSP) in a Tier 1/Level 2 capacity managing incidents and service requests through a ticketing system
- Proven ability to troubleshoot and resolve advanced technical issues independently and efficiently
- Familiarity with ITSM ticketing systems and adherence to ITIL4 standards and processes
- Strong analytical skills for problem diagnosis and root cause analysis
- Excellent written and verbal communication skills for technical and non-technical audiences
- High attention to detail and proactive follow-up on outstanding items
- A strong commitment to high-level customer service and compliance with Service Management processes
- Solid technical knowledge of: Windows 10/11, macOS, laptops, desktops, and networking/Wi-Fi systems
- Active Directory, Azure Cloud, and AWS SysOps
- Mobile device management tools and practices
- Backup and recovery systems, specifically Veeam
- Experience with security tools such as SentinelOne and vulnerability management practices
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