Level 1 2 and 3 Helpdesk and IT Support

IT Park, Cebu City Area Only

Office Full Time-Based Job

Please note: Not a Work from Home Set up, Not a Hybrid Set up

Hours:

8:00pm-5:00am, Mondays-Fridays

We are URGENTLY looking for:

Level 1, 2 & 3 Helpdesk & IT Support

Salary Range:

Level 1_Php30,000-40,000
Level 2_Php40,000-50,000
Level 3_Php50,000-90,000

Job Responsibilities:

- Serve as an escalation point of contact for advance customers seeking technical assistance over the phone or email
- Gather accurate information from customers and input to a ticketing system
- Perform advance remote troubleshooting using remote control tools
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Perform advance Windows Server Administration and Troubleshooting
- Perform advance Network Administration and Troubleshooting
- Record events and problems and their resolution in the ticketing system
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on standard operating procedures
- Work in collaboration with team members to provide excellent service
- Perform knowledge transfer and training to peers and colleagues on IT technologies

Job Qualifications:

- Proven experience as a service desk engineer making inbound/outbound calls to provide customer support
- Proven experience in Windows Server Hardware / OS / Application Server troubleshooting
- Proven experience in advanced Windows Active Directory troubleshooting
- Proven experience in virtualization technologies ESXi, Hyper-V or Xen Servers
- Proven experience with troubleshooting network firewalls / switches
- Experienced with troubleshooting Windows 10 OS and/or Mac OS
- Experienced with troubleshooting with Outlook and Microsoft Office applications
- Experienced with remote control tools as AnyDesk, Teamviewer, LogMeIn and others
- Experienced in using Anti-Virus / Endpoint Protection software
- Experienced in Azure, AWS, Office 365 and Google Suite a plus
- Ability to diagnose and resolve advanced technical issues
- Proficiency in English with proven communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science, or relevant field