Tier 1 Help Desk Support Specalist

We are seeking a Tier 1 Help Desk Support Specialist to join our growing team in the Philippines. This position is crucial for ensuring excellent customer service and providing technical support to our clients. This position requires an overnight shift.

Key Responsibilities

Customer Support:

• Serve as the first point of contact for customers requiring technical assistance via phone, email, or chat.
• Deliver high-quality customer service by addressing inquiries related to internet connectivity and cloud phone systems.

Technical Troubleshooting:

• Diagnose and resolve basic technical issues, including internet outages, phone system configuration, and equipment connectivity.
• Guide customers through step-by-step solutions using remote troubleshooting tools or over the phone.

Ticket Management:

• Log, prioritize, and escalate unresolved issues to Tier 2 or relevant teams in a timely manner.
• Monitor and track the progress of customer support tickets to ensure resolution within SLA timeframes.

Documentation:

• Maintain accurate records of interactions, troubleshooting steps, and resolutions in the help desk system.
• Update knowledge base articles and technical support documentation as needed.

Collaboration:

• Coordinate with internal teams, such as network engineers and system administrators, to resolve complex issues.
• Provide feedback to the development and operations teams for service improvement.

Qualifications:

• Education:

1. Associate degree in Information Technology, Computer Science, or a related field (preferred).

1. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.

Experience:

• Previous experience in a tech support .
• Familiarity with IT support ticketing systems.

Technical Skills:

• Basic understanding of networking (TCP/IP, DNS, DHCP).
• Proficiency in Windows and macOS operating systems.
• Familiarity with common software applications (e.g., Microsoft Office, Adobe, Edge, Chrome, etc.).
• Basic knowledge of computer hardware components.
• Experience with remote support tools (e.g., TeamViewer, LogMeIn).
• Office 365 administration and support.
• Google Workspace maintenance and support.
• Experience working with various AV/EDR solutions.
• Experience with remote patching and software updates.
• Understanding of VoIP systems and basic telecom concepts.

Soft Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Customer service-oriented with a positive attitude.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Willingness to learn and adapt to new technologies.