Service Desk Agent - Level 1

Service Desk Agent - Level 1

Metro Manila, Philippines

$ 1,000.00 - 1,100.00 (US Dollar)

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• Job Openings Service Desk Agent - Level 1
• About the job Service Desk Agent - Level 1
• Working schedule: Eastern Standard Time/ Pacific Standard Time (Days & Time: TBD)

Work Arrangement: Fully Remote (Work From Home)

• Salary: $1,100 Monthly
• Employer: An MSP company located in Burbank, California, USA

Duties & Responsibilities

• Process incidents and requests via telephone and email
• Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources
• Monitor the unassigned ticket queue and follow up on assigned tickets every 24 hours
• Identify and escalate tickets to TTI management or appropriate support groups when needed
• Document issues and troubleshooting steps concisely in the ticketing system
• Follow up on open issues with escalation groups to provide updates to the customer
• Basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support groups
• Familiarity with common software installations (i.e., Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps
• Analyze information about the users' issues and determine the best way to resolve these issues
• Provide support on Level 2 and Level 3 issues where configuration solutions have already been documented

Technology knowledge and support experience required

High Proficiency in providing support and troubleshooting Windows 10 and macOS

Microsoft 365: Active Directory, Outlook, Excel, Word

ITSM Ticketing System: ServiceNow, Connectwise

Collaboration Tools: Teams, Slack, or Zoom

Contact Center / Call Center VOIP: 8x8, Cisco, Mitel

A plus to have knowledge and support experience with

Microsoft 365 Admin Center

Azure Active Directory

Exchange Admin Center

Endpoint Manager Admin Center

Requirements

Strong Customer Service Skills

• Excellent oral/written communication skills
• Thorough understanding of computers (both Windows & MAC OSX preferred)
• Experience with email systems and a basic understanding of Active Directory & Network troubleshooting is required
• Support of enterprise applications (proprietary or otherwise) is desired
• One year of experience working on a help desk is required

Package Details

Benefits

13th Month Pay

• HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
• Personal Time Off (After a 90-day probationary period)

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