IT Support Technician
RemotePhilippines
Job Summary
Serve as the first point of contact for customers seeking technical assistance via phone or email. Perform remote troubleshooting through diagnostic techniques and pertinent questions to hardware and application-based issues. Determine the best solution based on the issue and details provided by customers, then walk the customer through the problem-solving process. Escalate unresolved issues to the next level of support when needed. Record events, problems, and their resolution in the ticketing system while managing client tickets to ensure satisfaction and achieve metrics. Provide accurate information on IT products or services. Work from home Tuesday to Saturday from 11:00 AM to 08:00 PM PHT as an extension of the business implementing solutions for cloud-based platforms and infrastructure.
Required Qualifications
- Minimum 3 years' full-time experience working in a technology solutions environment
- Excellent written and verbal communication skills
- Knowledge 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
Desired Qualifications
- Experience with Windows Desktop Operating Systems (Windows 11)
- Experience with Microsoft Office Applications – O365 (Word, Excel, etc.) from a user's perspective
- System Administrator experience with Azure, Admin Portal, O365 Admin, SCCM, Intune, Virtual Technology, Citrix, Azure AD, Company Portal
- Basic Networking and Command Line Skills
- PowerShell Skills Desired but not required
- Microsoft MCP Windows 11, Microsoft MCP Office 365, COMTIA A+ or related experience, Azure Administrator Associate, Azure Fundamentals
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