Offer summary

Qualifications:

Minimum 3 years of experience in IT support and remote/help desk environments., Strong technical skills in troubleshooting PC and Mac hardware and software issues., Familiarity with Microsoft Office 365, Google Suite, and IT service ticketing systems., Excellent verbal and written communication skills, with a customer-focused approach..

Key responsibilities:

Serve as the primary point of contact for clients, providing exceptional customer service.

Troubleshoot and resolve PC and Mac issues via remote login or onsite visits.

Update client IT documentation and manage support tickets effectively.

Contact vendors on behalf of clients and escalate issues to higher support levels as needed.

Job description

Description

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.

Requirements

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)