Helpdesk Technician - PH

About The Role 

A Helpdesk technician’s primary focus is problem resolution for all internal users in relation to phones, hardware, software, and applications issues. The IT Helpdesk Technician will communicate regularly with internal stakeholders at the company and will interact frequently with other company team members.

Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Responds to queries either in person or over the phone. Write training manuals. Trains computer users.

Responsibilities 

In this role, you'll get to...

• provide first-level contact and problem resolution for all users with hardware, software and applications problems

• manage new PC setup and deployment to users

• create user accounts in Active Directory and Exchange

• troubleshoot and resolve small office printer/copier issues

• troubleshoot and resolve small office and workstation network issues

• troubleshoot and resolve scanning issues (FTP, scan-to-email)

• troubleshoot and resolve browser-based issues (Chrome & Internet Explorer)

• troubleshoot desktop hardware components

• exhibit a strong desire to stay up to date with the latest technology and utilizing that to alleviate common problems

• assist in the creation of documentation that is accessible to users and easy to understand

• utilize exceptional Customer Service skills

• set up new team members with access to all relevant systems

• provide accurate and timely resolution of computer and phone issues

• provide technical assistance and basic training to computer and phone system users

• provide assistance concerning the use of computer hardware and software, including printing, MS-Office, email and operating systems

• perform basic network troubleshooting to isolate and diagnose common network problems

• respond to the needs and questions of users concerning their access to resources on the network

• maintain communication with internal team during the problem resolution process

• assist in keeping track of inventory and making sure all phone and computer equipment is accounted for

• use judgment to escalate problems as appropriate

• perform other duties as assigned

Requirements 

On day one, we'll expect you to...

• have 2+ years' experience in computer networks and systems maintenance

• have knowledge of Microsoft Office, O365 Platform, Mitel, Zoom

• have experience with Helpdesk ticketing systems

• have experience with remote support applications

• have Windows and Office Suite support experience

• have Active Directory administration experience — creating/disabling users, distribution/security groups

• have an understanding of Windows security permissions

• have an understanding of Windows maintenance techniques

• have excellent written and verbal communication skills

• have a fully functional and up-to-date computer with which to perform duties

• be willing to install next-generation endpoint protection on the computer

• be a current resident of the Philippines and can perform work from there

• be willing to work in Eastern Time (8:00am-5:00pm EDT) corresponding to 8:00pm - 5:00am PH time, if DST

What separates the best from the rest are:

• Scripting/automation experience

• PowerShell Experience

NOTE: This is a remote (work from home) job.