Level 1 - IT Technical Support

Employer: MSP company based in USA

Remote Work Setup

Working Schedule: Monday-Friday, 8:00AM - 5:00PM Pacific Standard Time (May still vary)

Duties:
-Assist in answering incoming helpdesk requests via phone, email, and ticketing systems
-Active support on rapid or emergency issues, proceeding to escalate as needed
-Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources
-Identify and escalate tickets to management or appropriate support groups when needed
-Thoroughly document issues and troubleshooting steps concisely in the ticketing system
-Follow up on open issues with escalation groups to provide updates to customer
-Basic support and troubleshooting such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support groups
-Install and configure basic software (e.g., operating systems, Microsoft Office Suite, Line of Business Apps)
-Set up and troubleshoot printers, scanners, and other peripherals.
-Familiarity with common software installations (i.e. Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps
-Provide support on Level 2 and Level 3 issues where configuration solutions have already been documented.
-Contact Center / Call Center VOIP: MS Teams
-Continuing Education Always reviewing and growing relevant knowledge
-High Proficiency in providing support and troubleshooting Windows OS, Office 365 (Outlook, Excel, Word), Basic Microsoft 365 --User Management and Licensing
-Relevant Basic Windows Server knowledge including:
-Microsoft Active Directory Administration
-DHCP and DNS Knowledge
-Microsoft Windows Server Support (2016/2019/2022)
-Microsoft Windows Desktop Support (Windows 10/11)

Skills:
-Strong Customer Service Skills
-Excellent oral/written communication skills
-Detailed knowledge of Windows 10/11 based workstations.
-Familiarity with Microsoft Office 365.
-Understanding of basic network concepts, such as TCP/IP, DHCP and DNS.
-Experience with email systems and intermediate understanding of Active Directory & Network troubleshooting
-At least two years of experience working on a help desk is required

Package Details
Benefits:
-13th Month Pay
-HMO & Gov’t. Contribution Allowance on top of the salary (After a 90-day probationary period)
-Personal Time Off (After a 90-day probationary period)

To proceed, please send your resume to recruitment@hire.archi and specify the position you are applying for.

We appreciate your time and wish you the best of luck!

Apply now!