Technical helpdesk analystSTAFFVIRTUAL

LocationFully Remote
Overview
The Technical Helpdesk Analyst provides the first line of customer and technical support.
They respond to both client and partner inquiries, assess problems and issues with IT equipment
and applications, and help resolve these issues for users. They also work closely with other service
delivery personnel to provide assistance on tasks that are outside the scope of their knowledge or
expertise.
Key Responsibilities:
● Provide frontline support for both hardware and software issues via telephone or
remote assistance in a timely manner
● Root cause analysis for end user problems
● Escalating technical support issues internally and externally with manufacturers
(Microsoft, Dell)
● Working remotely with OEM support teams to coordinate and complete repairs.
● Monitoring client IT systems Up/Down alerts
● Respond within SLA to 'outage' events
● Perform Windows OS patching and security updates as assigned
● Create Technical Documentation and Knowledgebase articles for common
troubleshooting and resolutions
Skills Needed:
● Business application support (Microsoft Office, Outlook, Office 365, Azure, etc.)
● Troubleshooting Citrix/RDS and LAN/WAN connectivity issues
● Active Directory and Microsoft Exchange Online administration
● Administration experience for Windows Server and Hyper-V console
● Working knowledge of server virtualization technologies (VMware & Hyper-V)
● Mobile device support experience (iOS & Android)
● ConnectWise Manage/Automate systems
● ITIL Support principles for Ticketing, Triage, and Problem Resolution
PERKS
● WORK FROM HOME
● PAID TIME offs
● Access to free counseling through SV Mental Wellness
● Monthly prizes and bonuses!
About STAFFVIRTUAL
STAFFVIRTUAL is an American business process outsourcing (BPO) company with offices in the Philippines specializing in customer support, back office, and IT outsourcing. We also provide professional employer organization (PEO) or Employer of Record (EOR) solutions. We play a meaningful role in the long-term growth of our client's businesses by delivering dramatic cost-savings and efficiency improvements.
Know more at https://www.staffvirtual.com/job-roles
STAFFVIRTUAL

Philippines
Permanent
Full-time