Service Technician

Work Schedule: Monday Friday, Pacific Time

Work Arrangement: Fully Remote (Work From Home)

Salary: Php 80,000

Employer: An MSP company located in Las Vegas, Nevada

Note: With a chance of a salary increase after 3 months, based on performance evaluation.

Job Overview

We are seeking a Service Technician to provide Level 1 and Level 2 technical support for our managed IT services clients. This role focuses on resolving routine technical issues, maintaining excellent client communication, and developing technical expertise through hands-on problem-solving. You'll work alongside our technical team to deliver timely, high-quality support while building the skills needed to advance to a Technical Engineer position.

Why This Role Matters: You'll be the frontline technical resource, ensuring our clients receive prompt and professional support for their day-to-day IT needs. Your growth from Level 1/2 support to more complex technical challenges create a clear pathway to Technical Engineer responsibilities.

Key Responsibilities

Technical Support Delivery

• Level 1/2 Issue Resolution: Handle routine technical support requests including password resets, access issues, basic troubleshooting, and standard user support

• Remote Troubleshooting: Use remote access tools to diagnose and resolve client technical problems efficiently

• Ticket Management: Properly document all work in HaloPSA with clear descriptions, resolution steps, and time tracking

• User Support: Assist end users with common applications, Windows workstations, email, and business productivity tools

• Basic Network Issues: Troubleshoot connectivity problems, printer issues, and basic networking concerns

• Software Support: Help users with Microsoft 365, common business applications, and standard software issues

• Hardware Triage: Diagnose hardware problems and coordinate appropriate solutions or escalations

• Documentation Review: Follow existing procedures and runbooks to ensure consistent service delivery

Client Communication & Service Excellence

• Professional Interaction: Communicate clearly and professionally with clients via phone, email, and chat

• Status Updates: Keep clients informed of ticket progress and set appropriate expectations for resolution timelines

• Client Satisfaction: Ensure positive client experience through responsive, empathetic, and solution-focused support

• Escalation Communication: Clearly document issues requiring escalation and provide thorough context for senior technicians

• Real-Time Responsiveness: Maintain visibility during work hours with prompt responses to client inquiries

• Service Standards: Meet company SLA requirements for response times and resolution quality

Required Qualifications

Technical Foundation

• IT Fundamentals: Working knowledge of Windows operating systems, basic networking concepts, and common business applications

• Troubleshooting Skills: Logical problem-solving approach with ability to diagnose common technical issues

• Remote Support: Experience or comfort with remote desktop tools and remote troubleshooting techniques

• Documentation: Ability to clearly document technical issues, troubleshooting steps, and resolutions

• Learning Aptitude: Willingness to learn new technologies and expand technical capabilities over time

Experience Requirements

• 1-3 years in IT support, help desk, or technical support role OR equivalent technical education

• Experience with ticketing systems and structured support workflows preferred

• MSP or IT services environment experience is a plus but not required

• Customer service experience demonstrating professional client interaction