Tier 1 Help Desk

This in-office position will be based in the Oakridge Business Park in Mandaue City. iTeraSOURCE Philippines is the BPO affiliate of iTeraTEL Communications, a Canada-based full-service Cloud Phone and Internet provider specializing in custom solutions for small and medium-sized businesses.

Recruitment for the position will be during October and November with an in person interview in December. The position will start January 2nd, 2025.

Responsibilities:

• Respond to Helpdesk Tickets and Calls: Provide first-level support by addressing IT/Telecom-related issues via phone, email, or ticketing system.
• Troubleshoot and Diagnose: Resolve software, hardware, and network issues or escalate them to Tier 2 support when required.
• User Support: Assist with common user requests, such as password resets, account creation, and general application support.
• Monitor and Manage Alerts: Track system alerts, document issues, and escalate incidents to the appropriate team.
• Assist with Migrations: Support users during migrations to new systems (e.g., Office 365, Azure).
• Document Solutions: Accurately document all troubleshooting steps and resolutions within the helpdesk system.
• Maintain Communication: Keep users informed about their ticket status and expected resolution times.
• Vendor Coordination: Communicate with external vendors for additional support or escalation.
• Perform Basic Network and Telecom Tasks: Assist with basic configuration and troubleshooting.
• System Maintenance: Assist with operating system patches, upgrades, and routine maintenance tasks.
• Other Duties as Assigned: Support the team with various tasks as needed.

Qualifications:

• Education:
  • Associate degree in Information Technology, Computer Science, or a related field (preferred).
  • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.

Experience:

• Previous experience in a tech support or customer service role (preferred).
• Familiarity with IT support ticketing systems.

Technical Skills:

• Basic understanding of networking (TCP/IP, DNS, DHCP).
• Proficiency in Windows and macOS operating systems.
• Familiarity with common software applications (e.g., Microsoft Office, Adobe, Edge, Chrome, etc.).
• Basic knowledge of computer hardware components.
• Experience with remote support tools (e.g., TeamViewer, LogMeIn).
• Office 365 administration and support.
• Google Workspace maintenance and support.
• Experience working with various AV/EDR solutions.
• Experience with remote patching and software udpates.
• Understanding of VoIP systems and basic telecom concepts.

Soft Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Customer service-oriented with a positive attitude.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Willingness to learn and adapt to new technologies.