Helpdesk Technician

ABOUT THE ROLE: 
A Helpdesk technician’s primary focus is problem resolution for all internal users in relation to
network, hardware, software, and applications issues. The IT Helpdesk Technician will communicate
regularly with internal stakeholders at the company and will interact frequently with other company
team members.
Provides technical assistance and support for incoming queries and issues related to computer
systems, software, and hardware. Responds to queries either via email or over the phone. Draft
training documentation. Provide hands-on training for end users.
RESPONSIBILITIES: 
In this role, you will get to…
? provide first-level contact and problem resolution for all users with hardware, software and
applications problems
? utilize exceptional Customer Service skills
? manage new PC setup and deployment to users
? create user accounts in Active Directory and Exchange
? troubleshoot and resolve small office printer/copier issues
? troubleshoot and resolve small office and workstation network issues
? troubleshoot and resolve scanning issues (FTP, scan-to-email)
? troubleshoot and resolve browser-based issues (Chrome, Safari, Edge)
? troubleshoot desktop hardware components
? exhibit a strong desire to stay up to date with the latest technology and utilizing that to
alleviate common problems
? assist in the creation of documentation that is accessible to users and easy to understand
? provide accurate and timely resolution of computer and phone issues
? provide technical assistance and basic training to computer and phone system users
? perform basic network troubleshooting to isolate and diagnose common network problems
? maintain communication with internal team during the problem resolution process
? use judgment to escalate problems and ability to follow escalation protocols
? perform other duties as assigned
? Liaise with vendors for timely issue resolution and maintain strong vendor relationships to
ensure seamless service.
? Troubleshoot networking and IT infrastructure issues, including routers, switches, firewalls,
and other related hardware to ensure consistent and reliable connectivity for all users.

REQUIREMENTS: 
On day one, we will expect you to…
? have 2+ years experience in computer networks and systems maintenance
? have knowledge of Microsoft Office, O365 Platform, Safari
? have experience with Helpdesk ticketing systems
? have experience with remote support applications
? have Active Directory administration experience — creating/disabling users,
distribution/security groups
? have an understanding of Windows security permissions and maintenance techniques
? have excellent written and verbal communication skills
? have a fully functional and up-to-date computer with which to perform duties
? be a current resident of the Philippines and can perform work from there