Tier 1 Service Desk Technician at Sourcefit
Sourcefit DR Philippines
This a Full Remote job, the offer is available from: Philippines
Position Summary:
We are seeking a dedicated and customer-focused Tier 1 Service Desk Technician to join our team. This role involves providing first-line technical support by handling inbound calls, resolving issues promptly, and ensuring client satisfaction.The ideal candidate has a strong phone presence, excellent communication skills, and a proactive approach to troubleshooting and de-escalating concerns.
Job Details:
Work from Home- Mon - Fri 9 AM to 6 PM EST; or
- Sat - Wed 12 PM to 9 PM EST
- Following US Holidays
Responsibilities:
- Inbound Call Handling: Serve as the first point of contact for clients, prioritizing inbound calls and addressing issues promptly.
- Troubleshooting: Diagnose and resolve technical issues within a 30-minute window before escalating to Tier 2 support.
- Microsoft 365 Administration: Manage accounts and licensing efficiently.
- Ticketing System Management: Utilize the ConnectWise ticketing system or a similar platform to log, monitor, and resolve support requests.
- Client Concern De-escalation: Handle client concerns with professionalism and empathy to maintain satisfaction and trust.
Qualifications:
- Minimum of 3–5 years in a service desk or technical support role (more experience is highly preferred).
- A+ or Network+ certifications are advantageous.
- Microsoft certifications are a plus.
- A degree is not required; relevant experience and skills are prioritized.
- Strong communication and phone presence, with the ability to provide excellent customer service.
- Proficiency in troubleshooting technical issues.
This offer from "Sourcefit DR" has been enriched by Jobgether.com and got a 72% flex score.
Scalable OSMakati
SUMMARY
The L3 Senior Service Desk Technician is responsible for providing remote technical support to users efficiently and accurately. Service Desk Technician II is the front line, and responsible for solving basic and intermediate technical...
WiproManila
Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro's Service Desk objectives
Do
1. Be responsible for primary user support and customer service
a. Respond to queries from all calls, portal, emails, chats from the client...
Indra Philippines IncPasig
advice and support to end users
• Delivering customer service through multiple channels
• Monitor and respond quickly and effectively to issues/requests received through Service Desk
• Contributes to creation of process documentation when needed
• Submit...