Apply📍 Philippines
🔍 IT and cybersecurity
- 2+ years of demonstrated experience and proficiency providing support for (but not limited to): Microsoft Windows, macOS, Mobile Device Management, M365. O365, Microsoft Entra ID, VPN
- Demonstrate analytical skills to diagnose and solve computer-related problems, including hardware, software, and network connectivity issues.
- Experience with ticketing systems (e.g., Service Now) and remote support tools.
- Must demonstrate flexibility and adaptability in an environment of rapid technological and business change while maintaining enthusiasm and displaying sound judgment
- Strong troubleshooting and problem-solving skills
- Confidence to “Speak Up” and share knowledge, areas of improvement, etc.
- Collaborative, team-player, stays “Cool Under Pressure”
- Familiarity with ITIL best practices is a plus
- Ability to provide off-hours on-call support (including holidays and weekends)
- Deliver courteous and prompt responses and solutions to end-user submitted issues and requests, via phone, email, web portal and live chat.
- Exhibit exceptional verbal and written communication skills with a strong focus on providing excellent customer service.
- Maintain an average record of resolving at least 75% of issues and service requests immediately.
- Escalate complex issues to Level 2/3 and Engineering support teams as necessary
- Prioritize and manage multiple cases effectively, ensuring adherence to Service Level Agreements (SLAs).
- Assume ownership of cases and see them through to client-confirmed resolutions
- Assist with automation of repetitive tasks and suggest efficiencies
- Contribute to the knowledge base by documenting support-related solutions and client environments
- Identify repetitive issues for root cause analysis
- Participate on project teams, as required.
Communication SkillsAnalytical SkillsProblem SolvingCustomer serviceTroubleshootingTechnical support
Posted 3 days ago
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