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AI Summary
Serve as the first point of contact for end users to troubleshoot and resolve basic technical issues across hardware, software, and connectivity. Document all interactions in the ticketing system and escalate complex issues to higher-level support teams.
SUMMARY
The Level 1 Helpdesk Technician serves as the first point of contact for end users seeking technical assistance and support. This role is responsible for providing exceptional customer service while troubleshooting and resolving basic technical issues related to desktops, laptops, mobile devices, applications, and connectivity.
The ideal candidate is customer-focused, detail-oriented, process-driven, and passionate about technology. They possess strong problem-solving skills, excellent communication abilities, and a willingness to learn and grow within a managed services environment. Success in this role is measured by the ability to deliver timely issue resolution, maintain accurate documentation, and provide a positive customer experience.
JOB RESPONSIBILITIES
• Serve as the first point of contact for customers seeking technical assistance via phone, email, and remote support tools.
• Provide first-level troubleshooting and support for hardware, software, connectivity, and user-access issues.
• Diagnose and resolve basic technical problems related to desktops, laptops, mobile devices, and business applications.
• Guide end users through troubleshooting steps and technical resolutions in a professional and customer-friendly manner.
• Escalate unresolved or complex issues to higher-level support teams while providing complete troubleshooting documentation.
• Accurately document issues, troubleshooting steps, resolutions, and customer communications within the ticketing system.
• Create and maintain technical documentation and knowledge base articles.
• Follow up with customers to ensure issues are resolved and customer satisfaction is achieved.
• Monitor assigned tickets and ensure timely updates in accordance with service level agreements (SLAs).
• Identify recurring issues and recommend process improvements when appropriate.
• Participate in weekend on-call rotations and after-hours support as required.
• Adhere to established support processes, documentation standards, and operational procedures.
Requirements
QUALIFICATIONS
• 1+ year of experience in a Help Desk, Technical Support, Service Desk, or Customer Support role.
• Strong customer service and communication skills.
• Basic understanding of Windows operating systems and desktop troubleshooting.
• Familiarity with computer hardware, software applications, printers, and mobile devices.
• Ability to diagnose and resolve common technical issues.
• Strong attention to detail and documentation skills.
• Ability to follow processes and work effectively within a structured environment.
• Strong organizational and time management skills.
• Ability to manage multiple tasks and priorities simultaneously.
• Positive attitude and willingness to learn new technologies.
PREFERRED
• Experience working in a Managed Services Provider (MSP) environment.
• Familiarity with remote support tools and ticketing systems.
• Basic knowledge of Microsoft 365 applications and services.
• Exposure to networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Technical certifications such as:
o CompTIA A+
o Microsoft Fundamentals Certifications
o ITIL Foundation
JOB REQUIREMENTS
• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.
Benefits
- Full Philippine Statutory Benefits
- 13th Month Pay
- De Minimis Allowance
- Paid Time Off (PTO)
- Health Insurance
- Life Insurance
- Company-Provided Equipment
- Training and Career Development Opportunities
- Exposure to Diverse Technologies and Client Environments
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