Tier 1 Helpdesk Technician
Radiant BPO Services Inc. Cebu Full-time
Tier 1 Helpdesk Technician
We service a large and diversified account base across a range of industries and geographies, which is supported from an extensive network of operating locations across North America as well as an integrated international service partner network located in other key markets around the globe.
The Company provides these services through a multi-brand network, which includes over 100 operating locations. Included in these operating locations are a number of independent agents, who are also referred to as “strategic operating partners,” that operate exclusively on the Company's behalf, and approximately 25 Company-owned offices.
- 1Nito Tower, Lahug, Cebu City, Philippines
- Employment Type: Full-time (Onsite)
⏰ Schedule: Night Shift
Job Overview
The Tier 1 Help Desk Technician serves as the first point of contact for IT support requests across Radiant Global Logistics. This role is responsible for troubleshooting and resolving end-user issues involving Microsoft 365, Windows devices, user access, connectivity, and internal business applications.The position works closely with Tier 2 and specialist teams to ensure timely resolution of incidents while delivering a positive support experience to users across North America, Mexico, and Asia
Key Responsibilities- Serve as the first point of contact for IT support requests received through phone, ticketing system, chat, and email.
- Troubleshoot and resolve end-user issues related to Microsoft 365 applications, Windows operating systems, and business applications.
- Perform user account administration tasks, including password resets, account provisioning, MFA resets, and access-related support.
- Support Windows devices managed through Microsoft Intune, including device enrollment and basic endpoint troubleshooting.
- Assist users with VPN, remote access, browser, printer, and connectivity-related issues.
- Document incidents, troubleshooting steps, and resolutions within the ticketing system.
- Escalate unresolved or complex issues to Tier 2 or specialist teams with complete documentation and troubleshooting history.
- Monitor assigned tickets and follow through to resolution.
- Contribute to knowledge base articles and process improvement initiatives.
- Assist with IT projects and other related duties as assigned.
- Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field.
- At least one (1) year of experience in IT Help Desk, Service Desk, Desktop Support, Technical Support, or a similar IT-related role, or possession of a relevant IT certification (e.g., CompTIA A+, Microsoft Fundamentals, or equivalent).
- Working knowledge of Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, and Excel.
- Familiarity with Windows 10/11 environments and basic troubleshooting.
- Basic understanding of user account administration, password management, and multi-factor authentication (MFA).
- Familiarity with ticketing systems and IT support processes is preferred.
- Strong verbal and written English communication skills, with the ability to effectively support and communicate with users across North America.
- Willing and able to work overnight or graveyard shifts aligned with US business hours.
- Must be based in Cebu City or able to reliably commute to the office.
- Strong customer service, troubleshooting, and problem-solving skills.
- Exposure to Microsoft Entra ID, Microsoft Intune, or similar endpoint management platforms.
- Experience supporting a cloud-based Microsoft environment.
- Experience supporting VPN, remote access, browser, printer, and connectivity-related issues.
- Exposure to freight forwarding, logistics, or supply chain applications.
- Relevant IT certifications such as CompTIA A+, Microsoft Fundamentals, or similar.
ABOUT RADIANT
Launched in 2005, Radiant Global Logistics is a publicly traded, third party logistics company providing technology-enabled global transportation and value-added logistics solutions primarily to customers based in the United States and Canada.We service a large and diversified account base across a range of industries and geographies, which is supported from an extensive network of operating locations across North America as well as an integrated international service partner network located in other key markets around the globe.
The Company provides these services through a multi-brand network, which includes over 100 operating locations. Included in these operating locations are a number of independent agents, who are also referred to as “strategic operating partners,” that operate exclusively on the Company's behalf, and approximately 25 Company-owned offices.
As a third-party logistics company, the Company has a vast carrier network of asset-based transportation companies, including motor carriers, railroads, airlines and ocean lines in its carrier network.
Radiant’s network brands and associated strategic operating partners have storied legacies embodying decades of experience and service in the transportation and logistics industry and include Airgroup®, Adcom WorldwideTM, Distribution By Air (DBA)TM, Service by Air®, Navegate®, and Centrade Brands well as the Radiant® Brand.In all, It's the Network that Delivers! ®
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