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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