Level I IT Help Desk Technician at Sourcefit

The Level I IT Help Desk Technician position provides fast and useful technical assistance on computer systems. You will test and assess issues related to computer software and hardware, including operating systems, such as Mac and Windows, document user requests and update client trouble tickets with the current status of the issue. You will also undertake maintenance of computer networks, hardware, software, and other equipment at regular intervals. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution at times to non-technical users. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.

Job Details:
Work from Home
Monday to Friday | 10:00 PM to 7:00 AM Manila Time

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Create and update support documentation in accordance with standards to improve future troubleshooting efforts
• Develop and apply images to workstations using Microsoft MDT

Qualifications:

• A high school diploma or equivalent Previous experience in a similar customer service or technical support role is beneficial, but not always mandatory, as some companies may provide on-the-job training.
• Strong knowledge of computer hardware, operating systems (such as Windows or macOS), and common software applications.

• Familiarity with troubleshooting common computer issues, including network connectivity problems, software installation and configuration, printer issues, and basic hardware repairs.
• Understanding of computer networks, including TCP/IP, DNS, DHCP, and basic network troubleshooting.
• Basic knowledge of Active Directory or similar user management systems.
• Excellent communication skills, both verbal and written, to interact with end-users in a professional and courteous manner.
• Strong problem-solving skills to identify, analyze, and resolve technical issues.
• Willingness to work collaboratively with other team members to resolve complex or escalated issues.
• Flexibility to work in shifts, including evenings, weekends, and holidays, as many service desks operate 24/7.

Desired Certifications

• AZ-900 Azure Fundamentals
• COMPTia A+
• COMPTia Security+
• COMPTia Network+