- Provide support to our engineers as required
- Analyse and investigate technical issues reported by customers, utilizing problem-solving skills to identify root causes and provide effective resolutions.
- Assess customer support tickets and prioritize based on urgency and impact. Escalate critical issues to higher-level technical support teams as needed.
- Effectively resolve basic issues across IT related technologies, systems, and applications such as Hardware, Office 365, Business Application Software, and Network.
- Use all available tools, resources, and knowledge base to diagnose the issue and assist with the request.
- Take ownership of daily backups, overnight PRTG alerts and check for any issues and escalate or triage as required
- Complete the onboarding and offboarding of clients staff as required
- Provide exceptional customer service while employing a logical approach to troubleshooting.
- Ensure that the highest standard of privacy and confidentiality are always maintained, and practices are in line with relevant legislation.
- Act in accordance with all company policies and procedures including SLA time frames.
- Provide any other support to technicians as required
- Offer advice and guidance where you can see area's for improvements in process and procedure
- Reporting and reporting trend analysis
- At least 5 years proven experience as a Helpdesk Support within Managed Service environment.
- Experience in supporting Microsoft Products such as Office 365 and Azure.
- Experience in Cisco and Ubiquity (nice to have, not mandatory)
- Knowledge with various systems such as Autotask, IT Glue, Datto RMM, PRTG, DATTO Back-up, and Skykick Back-up.
- Strong problem-solving skills
- Strong communication skills
- Great organisational skills and attention to detail
- Ability to manage and prioritise tasks.
- Ability to follow process and instruction
- Healthy, conducive work environment (Great Place to WorkTM – Certified three years in a row)
- Competitive salary
- 16 leave credits + all client-based holidays
- De Minimis/ Allowances (Upon regularization)
- HMO coverage + dependent
- Relocation Allowance
- Lots of opportunities to enhance your skills, acquire new experiences, work among experts, and grow your career.
- Exposure to world-class, high-level management from local and international direct supervisors.
Level 2 Help Desk Specialist - Bicol, Pilipinas - PANDR
Paglalarawan
Join Our Team as a Level 2 Help Desk SpecialistAre you ready to embark on an exciting journey with our team, a dynamic company that values innovation and teamwork We are currently seeking enthusiastic individuals to join our team as Level 2 Help Desk Specialists. If you have a passion for providing top-notch technical support, solving challenges, and working in a collaborative environment, this opportunity is for you
Responsibilities