AI Summary
Provide technical support to end-users, resolving hardware and software issues. Ensure customer satisfaction and meet Service Level Agreements. Collaborate with the team to achieve company goals.
Key Highlights
Provide technical support to end-users
Resolve hardware and software issues
Meet Service Level Agreements
Key Responsibilities
Field incoming end user calls, emails and tickets
Log all Incidents and Service Requests accurately in the ITSM tool
Prioritise and schedule resolution of tickets and escalate as needed
Ensure customer Service Level Agreements (SLA) and customer expectations are met
Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets
Installing and configuring computer hardware, software, systems, printers and scanners
Investigating, diagnosing and resolving computer software and hardware faults including repairing equipment and replacing parts where applicable
Technical Skills Required
Benefits & Perks
Fully Remote Work Arrangement
Medical, Dental Coverage and Life insurance
Paid Vacation and Sick Leave
Competitive salary package
Annual appraisal
Financial Assistance Program
Mandatory Government Benefits
13th Month Pay
Complimentary Sleeping Quarters
Coffee at no cost
Complimentary Office Fitness and Wellness Facilities
Regular Company Events
Work Life Balance
Career growth opportunities
Nice to Have
Experience using Kaseya or other RMM tools
Demonstrate understanding of ITIL processes
Experience supporting English speaking countries
Job Description
Responsibilities
- Field incoming end user calls, emails and tickets
- Log all Incidents and Service Requests accurately in the ITSM tool
- Prioritise and schedule resolution of tickets and escalate as needed
- Ensure customer Service Level Agreements (SLA) and customer expectations are met
- Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets
- Installing and configuring computer hardware, software, systems, printers and scanners
- Investigating, diagnosing and resolving computer software and hardware faults including
- Adhere to the Service Desk Procedures outlined as part of this employment
- Support and contribute the team and company culture
- Mentor junior staff members and be actively involved in their development
- Escalation point for team members and clients
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- Experience using ConnectWise or other ITSM tools
- Ability to deal with busy, high-pressure situations
- Excellent Communication skills and attention to detail
- High level of customer service and ability to comply with Service Management processes
- Good knowledge of End User Compute & Terminal Services
- Experience managing desktop user profiles, Outlook and network printers
- Demonstrate a professional behavior when interacting with suppliers, staff and customers
- Ability to maintain detailed and accurate records
- Ability to work independently with minimal supervision
- Experience using Kaseya or other RMM tools
- Demonstrate understanding of ITIL processes
- Experience supporting Microsoft products e.g. Windows7, Windows10 and O365
- Experience supporting English speaking countries
- Related IT diploma or degree
Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.
- Fully Remote Work Arrangement
- Medical, Dental Coverage and Life insurance from day 1 of employment
- Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
- Competitive salary package and annual appraisal
- Financial Assistance Program
- Mandatory Government Benefits and 13th Month Pay
- Complimentary Sleeping Quarters, Coffee at no cost
- Complimentary Office Fitness and Wellness Facilities at no cost
- Regular Company Events, Work Life Balance, and Career growth opportunities
- Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA
ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.
#ConnectOSCareers #JoinConnectOS #ConnectOSTech
Equal Employment Statement
Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.
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