Level 1 Remote Desktop

( )
asiaremotejobs.com  Remote (Asia | APAC Time Zone Permitted)

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

Job Detail
Level 1 Remote Desktop Support Administrator

Five9 is a leader in Cloud based Call Center solutions and one of the US Bay Area’s fastest growing companies. To complement our rapid growth, we are actively looking for a talented and experienced Level 1 Desktop Support Administrator to join our team. Our headquarters is located in San Ramon, CA, USA and we continue to expand globally. The Level 1 Desktop Support Administrator position will be based out our Philippine office. The candidate will be responsible for IT purchasing of hardware & software, service desk-related phone calls from the San Ramon & Philippine offices and for remote users throughout North America and the UK. The position interfaces with end-users across all business units at multiple levels. The position allows for participation in global projects, providing an opportunity for the individual to collaborate with colleagues from other Five9 sites.

Major Responsibilities
  • Provide excellent customer service
  • Serve as the initial point of phone contact for all calls coming into SR & PH lines
  • Provide support services to Five9 employees with technical problems and information technology issues including, but not limited to Microsoft products, Adobe products, VPN or mobile devices, involving desktop, laptop, communication devices or network services from local personnel or remote employees
  • Respond to Service Desk calls, incidents and tasks, following in-house procedures and escalation processes utilizing our ticketing system
  • Route Remedyforce tickets in the SR & PH queues to the correct
  • Troubleshoot research, diagnose, document and resolve technical issues surrounding Microsoft Windows, MS Office applications, email, other special applications, VPN, internet connections and hardware/peripheral equipment
  • Responsible for timely resolution of problems or escalation on behalf of customer to appropriate support teams
  • Respond to voicemails left on the Help Desk line
  • Escalate to Level 2 or 3 when necessary
  • Collaborate with global IT personnel to troubleshoot and resolve IT issues
  • Assists in testing of new hardware and software solutions for the desktop environment
  • Performs other related duties as assigned

  • Must work US based time zones (PST/EST) and/or 24/7 rotational shifts
  • Minimum 1-2 years of help desk or desktop support experience
  • Excellent Functional/Technical Skills and great at Problem Solving
  • Excellent written and verbal communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing
  • Experience with face-to-face (in person) technical support is required
  • Practical knowledge of Remote Desktop or other remote assistance programs
  • Hands on experience using and/or troubleshooting Microsoft Windows 7/8/8.1/10, Microsoft Office 2010/2013/2016/365 and Mac OS
  • Experience with Active Directory users and group administration
  • Experience using Anti-Virus Software (desktop)
  • Experience working with cloud or SaaS applications is a plus
  • Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities
  • Attention to detail
  • Creativity & Ability to think around problems and come up with creative solutions is helpful
  • CompTIA A+ and Network+ certified a plus
  • Microsoft certifications a plus
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