Offer summary

Qualifications:

Bachelor's degree in a related field preferred., Experience with Active Directory, Office 365, VPN, and ConnectWise troubleshooting., Strong organization and communication skills, both oral and written., Ability to manage workload within SLA requirements and work independently..

Key responsibilities:

Provide exceptional remote technical support and handle escalations from Tier 1 support.

Document and maintain detailed records of technical issues and resolutions in ConnectWise.

Collaborate with other teams to address priority tickets and participate in internal meetings.

Research and grow expertise in technical domains while communicating effectively with clients.

Job description

Role Summary

Our client is looking for an L2 Desktop Support will be the second line of technical support, providing world-class support to our clients. With a passion for genuinely helping and delighting customers of clients, he will use exceptional technical and customer care to diagnose and solve complex technical issues that enable our clients to operate their businesses and succeed. The success of the client’s service delivery is centered around the remote support team and how well it integrates with the other departments in the organization.

WORK SCHEDULE: 8:00 AM – 5:00 PM Pacific Daylight Time (11:00 PM – 8:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

Essential Functions

Work on ticket assignments from the service coordinator
Provide exceptional remote technical support in a highly responsive manner
Handle all escalations from Tier 1 support
Provide technical support to customers and partners by phone, email, and the ConnectWise ticketing platform
Handle any client escalations appropriately and establish great relationships with all
Isolate, remediate, identify root causes, and troubleshoot hardware, software, and networking problems
Document and maintain all-time data in ConnectWise with details on what has been done and the next steps in real time consistently
Document any changes to configurations, network diagrams, workflow documents, and other IT-related items meticulously
Work on complex issues where analysis of situations or data requires an in-depth evaluation of the problem
Publish and document system changes, technical documentation, and knowledge-base articles
Work cohesively with other teams and departments in the organization and follow the prescribed protocols and guidelines
Participate in any internal technology or standardization meetings actively
Research and grow expertise in any of the company’s technical domains
Track time, billing, and expenses in the client’s line of business application by observing established protocols
Participate in weekly internal check-in meetings with other members of the MS Team and with the Team Lead in a “one-on-one” format
Communicate with clients and other staff members timely manner
Facilitate dispatch’s service needs by accommodating ticket assignments, collaborating to address priority tickets, and meeting scheduling needs

Qualifications

A bachelor’s degree in the related field is preferred
Experience with Active Directory, Office 365, VPN, ConnectWise, and file share troubleshooting
Previous Managed Service Provider experience preferred
Ability to prioritize and manage assigned workload within SLA requirements
Ability to conduct multi-vendor troubleshooting as needed
Experience in a multi-client environment
Ability to take ownership of tasks
Strong computer aptitude, which includes expertise with Microsoft 365 applications
Strong organization, oral, and written communication skills
Analytical skills with particular attention to detail
Aptitude in data management, analytics, and reporting preparation
Ability to function in an autonomous environment—independent worker, self-directed

Required profile