Service Desk Engineer, Level 1

** THIS JOB POSTING IS AVAILABLE FOR APPLICANTS IN CEBU CITY OR METRO MANILA **

POSITION

This role serves as the primary point of contact for our clients, acting as the voice of the company. When clients need help it is you they hear. We are currently seeking an experienced, professional, and approachable IT Support/Help Desk Engineer to join our expanding team, prioritizing exceptional customer service. Operating within our Service Desk (also known as Help Desk), based in San Ramon and the Philippines, you'll play a essential role in our company's operations. This is a fantastic career opportunity for a proactive, highly motivated individual who wants to utilize their current tech skills and expand their knowledge.

The ideal candidate will have solid tech skills, with the ability to quickly and efficiently triage issues.

Responsibilities include, but are not limited to:

• Troubleshooting PC and Mac issues via remote login or occasional onsite visits
• Troubleshooting Microsoft Office 365 and Google Suite issues
• Updating client IT documentation and tickets
• Contacting vendors on behalf of clients
• Securely deleting data on hard drives
• Resolving malware and virus issues on Macs and PCs
• Ticket routing and escalation to Level 2 and Level 3 support

Required Technical Skills:

• Ability to easily troubleshoot and resolve PC and Mac-related hardware, software, operating system, email, printing, and network issues
• Strong familiarity with both Mac OS and Windows
• Highly experienced with Microsoft Office 365 and Google Suite
• Highly experienced with Microsoft Word, Excel, Powerpoint, and Sharepoint (Desktop & Online)
• Moderately experienced with Active Directory and Azure AD
• iPhone/Android setup, configuration, and sync-issue resolution
• Virus/malware removal and prevention
• Familiarity with an IT service ticketing system and creating IT documentation

Required Personal Skills:

• Excellent verbal and written communication skills
• The ability to work independently as well as with our team
• Reliable, on-time, personable, and customer-focused
• The ability to multi-task and work across a range of IT issues with various timelines and priorities
• Poise and patience during phone-based tech support and potential onsite visits
• Solid writing skills to document work completed and create/maintain IT documentation for clients
• Comfortable working with a variety of clients, other techs, and HW/SW vendors
• Energetic, able to switch gears quickly from job-to-job / task-to-task
• Desire to learn; independently and on the job

Experience

• Minimum 3 years of experience in the IT support industry working with business environments
• Minimum 3 years of remote/help desk experience, ideally in a managed IT service environment
• Experience with ConnectWise ticketing system is a major plus

Certifications (Preferred)

• M365 Certified: Fundamentals
• CompTIA A+

Benefits

• Monthly financial bonus in addition to salary
• Maxicare HMO with +2 Dependents
• De Minimus
• Utility Stipend
• 13 Month Pay
• 15 PTO days
• Additional Week PTO after 4 years of service
• Laptop, Monitors, and Peripherals Provided