Service desk agent - level 1Hirearchi

About the job Service Desk Agent - Level 1Employer: An MSP company located in Burbank, California, USAWork Setup: RemoteWorking schedule: Thursday to Monday OR Friday to Tuesday, 10:00 am 7:00 pm Manila TimeSalary: $1,200 - $1,300 monthlyBenefits:
13th Month Pay
HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
Personal Time Off (After a 90-day probationary period)
Client Overview:Our client is an Information Technology and Services organization that specializes in providing on-site computer support solutions for a wide range of corporate clients (including enterprise, medium, and small businesses). Based in Southern California, it has regional offices across the United States.Requirements:
Strong Customer Service Skills
Excellent oral/written communication skills
Through understanding of computers (both Windows & MAC OSX preferred)
Experience with email systems and basic understanding of Active Directory & Network troubleshooting is required
Support of enterprise applications (proprietary or otherwise) is desired
One year's experience working on a help desk is required
Duties & Responsibilities:
Process incidents and requests via telephone and email
Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources
Monitor the unassigned ticket queue and follow up on assigned tickets every 24 hours
Identify and escalate tickets to TTI management or appropriate support groups when needed
Document issues and troubleshooting steps concisely in the ticketing system
Follow up on open issues with escalation groups to provide updates to the customer
Basic support and troubleshooting such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support groups
Familiarity with common software installations (i.e. Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps
Analyze information about the users issues and determine the best way to resolve these issues
Provide support on Level 2 and Level 3 issues where configuration solutions have already been documented
Technology knowledge and support experience required:
High Proficiency in providing support and troubleshooting Windows 10 and Mac OSX
Microsoft 365: Active Directory, Outlook, Excel, Word
ITSM Ticketing System: ServiceNow, Connectwise
Collaboration Tools: Teams, Slack, or Zoom
Contact Center / Call Center VOIP: 8x8, Cisco, Mitel
A plus to have knowledge and support experience with:
Microsoft 365 Admin Center
Azure Active Directory
Exchange Admin Center
Endpoint Manager Admin Center
JAMF
Hirearchi

Metro Manila
US$1,200-1,300 per month
Permanent
Full-time