Service Desk Agent - Level 1

Employer: An MSP company located in Burbank, California, USA Work Setup: Remote Working schedule: Thursday to Monday OR Friday to Tuesday, 10:00 am 7:00 pm Manila Time Salary: $1,200 - $1,300 monthly Benefits: 13th Month Pay HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period) Personal Time Off (After a 90-day probationary period) Client Overview: Our client is an Information Technology and Services organization that specializes in providing on-site computer support solutions for a wide range of corporate clients (including enterprise, medium, and small businesses). Based in Southern California, it has regional offices across the United

States. Requirements: Strong Customer Service SkillsExcellent oral/written communication skills

Through understanding of computers (both Windows & MAC OSX preferred)Experience with email systems and basic understanding of Active Directory & Network troubleshooting is required

Support of enterprise applications (proprietary or otherwise) is desired

One years experience working on a help desk is required Duties & Responsibilities: Process incidents and requests via telephone and email

Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources

Monitor the unassigned ticket queue and follow up on assigned tickets every 24 hours

Identify and escalate tickets to TTI management or appropriate support groups when needed

Document issues and troubleshooting steps concisely in the ticketing system

Follow up on open issues with escalation groups to provide updates to the customer

Basic support and troubleshooting such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support groups

Familiarity with common software installations (i.e. Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps

Analyze information about the users issues and determine the best way to resolve these issues

Provide support on Level 2 and Level 3 issues where configuration solutions have already been documented Technology knowledge and support experience required: High Proficiency in providing support and troubleshooting Windows 10 and Mac OSXMicrosoft 365: Active Directory, Outlook, Excel, WordITSM Ticketing System: ServiceNow, ConnectwiseCollaboration Tools: Teams, Slack, or ZoomContact Center / Call Center VOIP: 8x8, Cisco, Mitel A plus to have knowledge and support experience with: Microsoft 365 Admin CenterAzure Active DirectoryExchange Admin CenterEndpoint Manager Admin CenterJAMF

Information :

• Company : HireArchi
• Position : Service Desk Agent - Level 1
• Location : Manila, Metro Manila
• Country : PH