L1/L2 Service Desk Support

Company overview: 

Is a Managed IT Service Provider (MSP) in the Denver Metro area. They specialize in providing customers with end-to-end Information Technology (IT) services and support, including servers, networking, workstations, end-user support, remote monitoring and management, cloud backup and disaster recovery, network threat and mitigation strategies, and procurement services. Has been serving existing clients since 2002 with clients range from small and medium-size businesses across multiple industries and services.

Position Overview:

We seek a dedicated Service Desk Associate Tier 1/2 to join our team. The ideal candidate will have at least 2 years of experience in the IT industry and a strong foundation in network configuration and end-user troubleshooting. You will be responsible for ensuring top-notch customer service while resolving technical issues, providing support, and working collaboratively with our team and clients.

Key Responsibilities:

Answer and manage support calls with strong professionalism and customer service focus.
Triage and address support requests via phone and ticket queues promptly.
Monitor and resolve dashboard notifications related to backups, patch installations, antivirus detections, and other alerts.
Provide daily troubleshooting and support for Windows desktop and server operating systems.
Install and configure Microsoft Office 365 products, including user setup, password changes, and Outlook, Word, Excel, Teams, and OneDrive updates.
Manage user setup, group memberships, and password changes in Active Directory.
Support typical user programs like PDF Readers and browsers (Edge, Chrome, Firefox).
Conduct scheduled maintenance, computer cleanup, and system optimization for workstations and servers.
Create, update, and maintain technical documentation in clear and comprehensive English.
Utilize call scripts consistently while handling incoming calls and route non-technical inquiries appropriately.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field (preferred but not required)
At least 2-3 years of experience in the IT industry and a strong foundation in network configuration and end-user troubleshooting.
Experience working in an MSP environment is a plus!
Proficiency in troubleshooting and supporting Windows desktop, macOS, server operating systems and basic networking issues remotely.
Knowledge of Active Directory, Office 365, and cloud-based applications.
Strong knowledge of computer systems, networks, and software applications
Strong verbal and written communication skills to assist non-technical users effectively.
Excellent problem-solving and analytical skills.
Ability to work independently and efficiently in a remote work environment.
Strong customer service mindset with a focus on user satisfaction.

Perks:

• Remote Work Setup

• Company Laptop provided

• HMO Coverage on Day 1 + Free HMO Dependent After 6 Months

• Paid Time Off (Vacation Leave, Sick Leave, Birthday Leave, Maternity Leave, Paternity Leave, Solo Parent Leave, and more)

• Unused Leave Conversion

• Attendance Bonus

• Annual Bonus

• Monthly Prizes and Bonuses

• PHP 10k to 30k Referral Bonus

Shift: M-F, 11PM - 8AM MNL (8AM - 5PM MST)