IT Remote Help Desk (US)

Flatworld Philippines
Flatworld Philippines
( IT / Development )  Remote (Asia | APAC Time Zone Permitted)

Job Type : Full-Time
Experience : 3 to 5 years
Education : Bachelor Degree
Skills :

Job Detail
  • Provide customer-focused support for data center solutions around End User, Infrastructure, and Networking issues.
  • The successful candidate will work in an afterhours capacity within the Managed Services unit to provide support to the customers in small/medium/enterprise markets across commercial, education, and government verticals.
  • Proactively monitor dashboards and program statuses to provide operational awareness to customers and ensure all issues and incidents are responded to in a timely manner and tracked to resolution.
  • Understand and analyze complex issues while exercising advanced problem-solving skills.
  • Address issues quickly against SLA requirements.
  • Deliver services per customer agreements, best practice guides/processes, or system integration documents
  • Keep track of and adhere to all administrative responsibilities in support of service delivery operations including documentation
  • Provide information to customers about their environments by collecting, analyzing, and summarizing issues.
  • Pick up and learn new products with little supervision and adapt to a variety of situations and tasks.

Excellent written, organizational, and verbal communication skills.

Ability to coordinate and collaborate with customers to ensure successful system support.

Demonstrated Familiarity Or Experience Of The Following Areas

  • Virtualization Infrastructure and Networking Infrastructure
  • Microsoft: Active Directory, Exchange, SharePoint, SQL.
  • Office 365/Exchange Online and Windows 7/8/10 desktop
  • Server and network administration, including software deployments.
  • Servers Operating Systems: Microsoft, Unix, Linux.
  • Previous Managed Service Provider (MSP) experience a plus
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