L1 Service Desk Engineer (Permanent Work From Home and Night Shift) - Manila

SUMMARY

The Service Desk Technician I is responsible for providing remote technical support to users efficiently and accurately. The Service Desk Technician I is the front line, and responsible for solving basic technical problems. The Service Desk’s objective is to quickly identify and resolve basic customer technology issues.

• Answer incoming Service Desk calls and emails.
• Create tickets and collect basic client information such as:

o Company information.

o User.

o Issue.

• Perform basic Service Desk troubleshooting and support services:

o Password resets.

o Add/Remove O365 licenses.

o Fix broken mapped network drives.

o Add/remove PC user (Local/Domain).

o Operating systems.

o Add printers (Local and Networked).

o Install client-side software.

o Troubleshoot client-side network connections.

o Office 365 troubleshooting

o Setup email on mobile devices.

• Other duties, as assigned.

• MSP experience
• A high school diploma or GED equivalent is required.
• Minimum of 3 years of experience in a Service Desk or IT support position.
• Fundamental networking knowledge.
• Ability to problem-solve and troubleshoot.
• Familiar with Windows Server.
• Excellent verbal and written communication skills.
• Detail-oriented and organized.
• Ability to multitask and exhibit excellent time management skills.
• Work as a proactive team member in an office setting.
• Ability to work nights and weekends, as determined.
• Fast-paced learner with a 1–2-week training period.
• Strong note taking and technical detail capture

• Should be willing to accept a long-term work-from-home arrangement
• Should be amenable to a permanent night shift schedule