Support Desk Specialist (Work From Home)
Company Profile
Our client is a US-based IT services company and a trusted technology partner supporting small and medium-sized businesses since 1995. They specialize in delivering comprehensive managed IT solutions that allow clients to focus on their core business operations while their technology infrastructure is managed efficiently.
Their team provides proactive technical support, strategic IT guidance, and customized solutions designed to help businesses operate smoothly and grow. With a strong focus on client relationships, accountability, and collaboration, the company is committed to delivering high-quality IT services.
As the company continues to expand, they are looking for a Support Desk Specialist who will provide Tier 1 technical support, troubleshoot technical issues, and ensure reliable IT support for clients.
About the Role
The Support Desk Specialist will provide frontline technical support to clients by assisting with troubleshooting, resolving IT issues, and maintaining excellent customer service. You will work closely with the support team to ensure client systems run smoothly and technical issues are resolved efficiently.
Work Setup
- Location: Work From Home
- Schedule: Monday – Friday
- Shift: 8:30 AM – 5:30 PM EST
- Philippine Time: 9:30 PM – 6:30 AM
Key Responsibilities
- Provide frontline IT support to clients through phone and remote support tools
- Troubleshoot hardware, software, and connectivity issues
- Assist users with Microsoft 365 and Windows-related concerns
- Document and manage support tickets accurately
- Escalate unresolved technical issues to higher-level engineers when needed
- Maintain clear communication with clients regarding issue resolution
- Ensure excellent customer service and user satisfaction
- Contribute to improving support procedures and internal documentation
- Participate in on-call or after-hours support rotations if required
Requirements
- 4+ years of experience in IT Support, Help Desk, or Service Desk roles
- Experience working in an MSP (Managed Service Provider) environment for 3 years
- Strong knowledge of Microsoft 365 / Office 365
- CompTIA A+ certification required
- Strong troubleshooting and problem-solving skills
- Ability to explain technical issues clearly to non-technical users
- Strong communication and organizational skills
- Ability to work in a fast-paced support environment
Preferred Skills
- Certifications such as Security+, Network+, or CCNA
- Experience supporting:
- Windows and Mac operating systems
- PC hardware and peripherals
- Printers and mobile devices
- Servers and virtualization platforms (Citrix, VMware)
- Basic networking knowledge including LAN, WAN, and VoIP
