helpdesk IT Support - level 2JohnCruzIT Pty Ltd

Australian Company - Established in 2013
 
WORKING FROM HOME, we are URGENTLY looking for:
 
 HELPDESK IT SUPPORT - Level 2
 
Salary Range: Php: 35,000 - 60,0000
 
Job Responsibilities:
First point of contact & provide remote/phone technical support to clients
Provide detailed instructions on the problem-solving process to clients
Follow up with clients making sure the solution provided fixed the issue
Maintain and responsible for the client's SLA using the ticketing system
Work autonomously and collaborate to provide solutions
Strong documentation of diagnosis & solutions and sharing findings with the team
Strong relationship-building and customer service skills
Willing to learn new skills and actively engage in continuous improvement
Must be able to carry out tasks as directed
A can-do attitude and a desire to solve issues
Job Qualifications:
2 - 5 years of experience working in a Managed IT Service Provider or Similar Role
A diploma in IT or higher is desirable
Microsoft certification is desirable but not essential
Experienced as a Helpdesk IT Support making outgoing & incoming calls to provide client support
Experienced in Microsoft Windows Server administration - Active Directory, Group Policy and User Profile
Experienced in Microsoft 365 - Email, SharePoint & Microsoft Entra (Azure AD)
Experienced in Microsoft Hyper-V
Experienced in Windows 7/10/11 Operating System
Experienced in Business Tools - Microsoft Applications, Adobe and Others
Experienced in Routers, Switches, Internet, VPN, Wireless, Printers, Mobile devices
Experienced in Sophos Endpoint Protection and Firewall or Similar
Experienced 3CX VoIP Phone System or Similar
Experienced in Tape Backup & Imaging Backup Software
Experienced in Server Hardware - Dell, HP or Similar
Experienced in escalating the issue to the  3rd party vendor
Ability to diagnose and resolve basic to advanced technical issues
Fluent in English, excellent interpersonal, communication and writing skills
Must have high-speed internet
NBI Clearance is a must
What We Can Offer
Salary between Php 35,000 to Php 60,000 per month depending on experience
13th-month pay
Monthly bonus when SLA is being achieved
Training provided for any shortfall of experience
Health Fund will be provided
Provided with a laptop, monitor and headset