IT Service Desk L1/L2 (MSP)

Discover your 100% YOU with MicroSourcing!

Position: IT Service Desk L1/L2 (MSP)

Location: Work from home

Work setup & shift: Work from home | Shifting, shifting weekends

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As an IT Service Desk L1/L2 in an MSP environment, you will:

• Provide first line of remote support through call, email and chat
• Provide timely, resolution to technical support issues while following company standards
• Properly log, prioritize, assign, track and respond to incidents and requests in a timely manner
• Identify and resolve incidents within agreed SLAs, policies and procedures
• Maintain support documentation of tools that are used by customer support services
• Monitor incident trends and identify recurring incidents for resolution
• Perform root cause analysis as needed for problems; working closely with other OMEGASYSTEMS support teams
• Use advanced tools/technical knowledge to remediate customer problems
• Troubleshoot desktop usage and computer peripherals
• Troubleshoot and correct defects in existing software systems
• Responsible for installation, testing, troubleshooting of workstations
• Responsible for installation and configuration of workstation software
• Complete PC installation, maintenance, e-mail administration, and disk capacity monitoring
• Provide accurate estimates for and track data on time spent adding new features and fixing defects
• Ensure technical documentation is maintained

What You Need:

Non-negotiables

• 4+ years information technology experience supporting inbound customer requests or issue resolution
• Experience with ConnectWise Manage software or similar ticketing system
• Experience with RMM tools like Ncentral
• Strong working knowledge of desktop and server operating systems (Windows, Linux, Unix, etc.)
• Proficiency with Microsoft operating systems, Microsoft Office Suite Outlook, Word, Excel, and PowerPoint), and Microsoft desktop applications
• Experience with Active Directory account creation, password resets, group membership changes, distribution groups and other AD functions
• Experience supporting VPN clients and VPN Administration
• Conceptual understanding of LAN/WAN network infrastructure
• Experience supporting applications running in an RDS environment
• Excellent listening, questioning, and customer service skills
• Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned
• Ability to maintain composure, tact and effectiveness under stressful conditions
• Ability to organize information, efficiently manage time and balance multiple priorities
• Strong verbal and written communication skills, particularly an ability to relay technical concepts to business audience
• IT Certifications is a plus: Comptia A+, Network+, CCNA, MCSA etc
• IT Support experience for Healthcare client/s is a plus

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply