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Support Technician Level 1

Salary undisclosed

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Position: Support Technician (L1)

Work from Home Set Up (NightShift)

Offer: PHP 45k per month

Summary:

The GSD Support Technician is responsible for performing level 1/1.5 technical and customer service tasks to support our clients in an effective and proactive manner while providing an excellent customer experience.

Job Description:

  • Provide technical support services to a range of clients in various verticals
  • Field incoming telephone calls, voice mail messages, chats, and emails from end users and respond appropriately to resolve issues
  • Triage and document common desktop technical issues
  • Troubleshoot LAN/WAN user connectivity issues
  • Support Office 365 products
  • Support, monitor, and troubleshoot Windows and MAC workstation hardware and software issues
  • Work technical support tickets for various clients in varying degrees of difficulty:
  • Microsoft Desktops
  • macOS Desktops
  • VPN Support
  • Active Directory
  • Office 365
  • Mobile Devices
  • Troubleshoot LAN/WAN User Connectivity Issues
  • Install Software Applications
  • New User Setups
  • Perform routine system maintenance functions as needed
  • Provide excellent customer service to all clients

Requirements:

  • Experience supporting Microsoft/Apple Desktop operating systems
  • Experience with Office 365 tenant space & user administration and applications
  • Proficiency using remote access tools
  • Knowledge of working within a ticketing system
  • Effective communication skills (verbal and written)
  • Proven, excellent customer service
  • Patience under stressful situations (i.e. network outages, server down, etc.)
  • Ability to work alone, in a group, or under direct supervision effectively
  • An attitude conducive to learning and accepting challenges head on is a must
  • Ability to work as a member of a technical team and independently