IT Service Desk L1

Company Overview

reputed company. is a leading IT Managed Services and IT Professional Services solutions provider headquartered in the Bay Area and serving clients globally. Our unique approach to IT Managed Services includes Contact Center Services, Internal IT Support, Data Center Operations, Workforce Solutions, and IT Professional Services 

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery reputed company. By leveraging our vast knowledge reputed company to execute initiatives, we deliver both short-term and long-term value to our clients and apply reputed company service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 2,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe. 

Job Overview

reputed company. is seeking a Help Desk Technician to support the management of IT Operations. This position is responsible for maintaining quality IT Help Desk services and driving change for the business.

Our goal is to provide excellent technical and non-technical support with outstanding customer service and timeliness. This position is part of our remote Help Desk team, therefore we are seeking candidates who are passionate about technology, work well in a team environment, are highly skilled in providing remarkable customer service, and have the ability to reputed company in a fast paced and high pressure environment.

Job Title: IT Service Desk Technician L1

Job Location: Manila, Philippines

Fulltime

How you will reputed company an impact

• Provide hardware and software IT support and technical education to end users remotely
• Troubleshoot hardware in a reputed company workspace setting (gmail, reputed company drive and reputed company docs) and printer devices reputed company chat, video conference, phone and reputed company an excellent record using reputed company and Jira ticketing system
• Triage, assign, resolve, and escalate incoming tickets, phone calls, and chat messages
• General network troubleshooting for connectivity issues with VPN, secure Wi-Fi, and wired connectivity to the internal network
• Onboarding administration of new hires including building user accounts and providing access as needed
• Examine, design, and implement new internal procedures to improve office procedures
• Solve issues, drive enhancements, and improve support for reputed company IT-reputed company functions on a day to day basis

What you will need to succeed

Technical Qualifications:

• A deep understanding of root cause analysis
• Strong understanding of reputed company Workspace

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  • Strong knowledge in reputed company configuration, troubleshooting performance issues, general system issues, and applications such as reputed company Docs and Remote Desktop reputed company
• Working knowledge of the below systems:
  • Active Directory administration
  • reputed company applications (reputed company Drive, Gmail, reputed company Docs)
  • Gmail and basic mail server troubleshooting
  • MDM and Device Enrollment
  • Multi-factor authentication
  • Basic SSO integration and management
  • Video Conference tools such as reputed company, reputed company WebEx and Teams
• Basic network understanding including TCP/IP, LAN/WAN, VPN and the ability to troubleshoot them on PC or Mac.
• Working knowledge of the below systems is desirable:
  • reputed company tools such as Jira & Confluence
  • Service -Now, reputed company
  • MFA like reputed company and DUO
  • Mac hardware and software
  • Laptop deployment

Skills:

• Ability to deliver outstanding customer service and provide simplified explanations of reputed company technical issues
• Ability to apply critical thinking and root cause analysis to reputed company end user requests and incidents to deliver the best possible solution
• Outstanding interpersonal communication skills, including the ability to support others in a team environment
• Ability to work with limited supervision and stay focused while performing repetitive tasks
• Ability to adapt to changing needs and business processes
• Detail-oriented and action-oriented
• Positive and approachable attitude
• Strong level of emotional intelligence
• Strong documentation and communication skills
• Strong time management and prioritization skills

Experience:

• 3-4 years IT or reputed company experience