Offer summary
Qualifications:
2 years IT experience, Level 2 Helpdesk exp..Key responsabilities:
- First & second-level support of service requests
- Support technical issues with Microsoft applications and operating systems
Match score not available
Priority access
Match score not available
Helpdesk Technician | WFH | Day Shift | Up to PHP60K
72% Flex
Job description
Your missions
GoTeam is looking for a skilled Helpdesk Technician to be the first line of support for all service requests. This role involves handling various responsibilities, such as supporting data recovery solutions and working with Microsoft's core business applications. Your commitment to improving customer service will be rewarded with the chance to work in a leading IT firm and develop your career with us. Join our growing team and don't miss out on this exciting opportunity!
Responsibilities
In 2014, our CTO and Founder Matt Kesby starts Go-Virtual Assistants (GO-VA) with one full-time member. The following year, CEO Fiona Kesby moves to Cebu to be onsite as the company scales. She emphasizes that the best way to attract talent is to take exceptional care of them.
In 8 years, GoTeam has grown its client base to business owners from Australia, the U.S., the U.K. and Singapore. Working with highly skilled and motivated team members in GoTeam gives these businesses all the benefits of outsourcing and offshoring, without any of the complications and additional costs of starting their own office locally.
The warmth and welcoming culture of GoTeam starts from Day 1, with our Chief Happiness Officers providing each new team member with a Welcome Kit. HMO Coverage for yourself and 1 dependent kick in on Day 1 as well.
Among GoTeam’s core values are Discovery and Humility. (The overarching one is Care.) Fiona sets an example of leading by these values by consistently encouraging team members to read and discover new skills, industry best practices, and advice for leadership, self-care, and growth.
Monthly “Discover You” events are being held to ensure that the entire company is up-to-date with current developments, celebrate wins from the previous month, and acknowledge those team members who have made an impact in their clients’ businesses and exceed expectations as well.
At GoTeam, no team member is left behind. Everyone is heard and made to feel that they truly belong.
Learn more about Our Culture here: https://go.team/ph/our-culture/
#DNI
Work Set-up
Home
Responsibilities
- Handling first and second-level support of service requests in a prompt and professional manner
- Acting as the first line of support for all types of service requests
- Logging service requests as tickets into ConnectWise and escalating where required
- Providing support for technical issues involving Microsoft's core business applications and operating systems (Microsoft 365 Office and User administration)
- Supporting data and disaster recovery solutions
- Providing basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Implementing and supporting basic remote access solutions
- Responding to alerts and notifications from the Remote Monitoring and Management system through service tickets
- Liaising with 3rd party vendors including but not limited to Internet service providers, Telco, and managed print services.
- Maintaining and reviewing system documentation in Confluence
- Communicating with customers about the progress of incidents, impending changes, and agreed outages
- Working in a team and communicating effectively
- Collaborating with the Project Coordinator to ensure requests are properly routed
- Enhancing customer experiences by quickly turning around requests, regularly communicating updates on incidents or changes, and escalating intensive requests when necessary.
- Fostering effective teamwork and collaboration to route customer requests to appropriate resources efficiently.
- Mastering the use of ConnectWise for process understanding, time and expense logging, and service ticketing.
- 2 years of IT or related experience in Small & Medium Enterprise market
- Experience as a Level 2 Helpdesk Technician
- Advanced understanding of operating systems such as Windows, macOS, and Linux
- Familiarity with basic printer operations and connectivity with computers, alongside foundational comprehension of network functioning to aid in troubleshooting workstations
- Excellent interpersonal skills, including telephony skills, communication skills, active listening, and customer-care
- Demonstrating proficient technical diagnosis and problem-solving abilities, matched by a keen awareness of appropriate resources for each issue.
- Maintaining a broad understanding of the organization's key services, support tools, and technologies to offer high-level support.
- Work-from-home
- Day Shift
- Company-provided laptop and an extra monitor for enhanced productivity and convenience.
- 7 Habits of Highly Effective People Training.
- Your copy of "Little Black Book for Stunning Success"
- Exceed Institute, Masterclass and GoTeam Cares program to help you navigate life and build a rich and connected family life.
- Get HMO coverage from day one for you and a dependent, with P200K coverage, private room benefits, and P10K medication reimbursement for both. Extend this healthcare opportunity to up to four additional dependents, including your common law partner.
- 24/7 access to counseling support for mental health through our Employee Assistance Program (EAP), helping you thrive amid parenting challenges, stress, or relationship issues.
- Free legal advice and financial consultations as part of the EAP.
- Access to Salary Finance Platform for personal loans upon regularization, repayable via direct salary deduction
- P1,000,000 Life Insurance coverage.
- Access to personal loans upon regularization, repayable via salary deduction
- Leave policy granting 10 days of annual leave, increasing to 15 days after one year.
- Welcome gift on your first day.
- Monthly Discover You lunch featuring CEO presentations, leadership training, and Values Awards.
- Monthly gratitude celebrations and prizes, including Trivia, Talent Night, Personal Development, and Acoustic Nights.
- Welcome Tea with the CEO and work anniversary celebrations.
- Earn P10K employee referral bonus and a chance to win a trip for two (2) to Bali, Indonesia.
- 24/7 access to confidential counseling support for mental health for four family members through our Employee's Family Assistance Program (EFAP).
- Preventive Care: Health Education Counseling on diet or exercise, periodic monitoring of health problems, family planning counseling, four (4) wellness sessions, 5 sessions of Mindcare Counseling per member per year with ₱5,000 reimbursement once the 5 sessions are fully consumed.
- Free legal advice and financial consultations for four family members as part of the EFAP.
- Free Telemedicine for four family members.
- Personal invites for your family members to our monthly virtual events, with opportunities to win prizes.
In 2014, our CTO and Founder Matt Kesby starts Go-Virtual Assistants (GO-VA) with one full-time member. The following year, CEO Fiona Kesby moves to Cebu to be onsite as the company scales. She emphasizes that the best way to attract talent is to take exceptional care of them.
In 8 years, GoTeam has grown its client base to business owners from Australia, the U.S., the U.K. and Singapore. Working with highly skilled and motivated team members in GoTeam gives these businesses all the benefits of outsourcing and offshoring, without any of the complications and additional costs of starting their own office locally.
The warmth and welcoming culture of GoTeam starts from Day 1, with our Chief Happiness Officers providing each new team member with a Welcome Kit. HMO Coverage for yourself and 1 dependent kick in on Day 1 as well.
Among GoTeam’s core values are Discovery and Humility. (The overarching one is Care.) Fiona sets an example of leading by these values by consistently encouraging team members to read and discover new skills, industry best practices, and advice for leadership, self-care, and growth.
Monthly “Discover You” events are being held to ensure that the entire company is up-to-date with current developments, celebrate wins from the previous month, and acknowledge those team members who have made an impact in their clients’ businesses and exceed expectations as well.
At GoTeam, no team member is left behind. Everyone is heard and made to feel that they truly belong.
Learn more about Our Culture here: https://go.team/ph/our-culture/
#DNI
Work Set-up
Home
Required profile
Experience
Level of experience: Entry-level / graduate
Spoken language(s):
English
Check out the description to know which languages are mandatory. Soft Skills
- Active Listening
- Interpersonal Skills
- Teamwork
- Team Collaboration
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