Service Desk Engineer L1 xpatjobs Makati , Kalakhang Maynila

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Service Desk Engineer L1


xpatjobs       |    Location:Makati , Kalakhang Maynila       |    Country:Philippines


Job Description About our Client: In 1999 , they opened their doors with two people and a mission to combine technological expertise and personal service in a way that would educate and empower our customers to solve their individual IT challenges. Today, their team of knowledgeable and dedicated professionals has grown to be able to meet the needs of clients of all sizes, in all industries. They have an extensive offering of IT solutions, advisory, consulting, staffing, and managed services, and have forged partnerships with some of the biggest companies in the industry. But we still hold true to their mission and their values to work with each and every customer to develop solutions for their unique business needs. Arraya delivers the intelligence, tools and resources companies need to rise to the top of their field. Job Summary: As Service Desk Technician Level I, you will provide support for our business customers by fielding service calls regarding incidents and request s. Customer service is a central focus of this role. As a level I this position will be a front-line call taker tasked with resolving common issues in MS Windows OS and O365 environments. Additionally, this position will require knowledge and experience in onboarding/offboarding processes. Familiarity and experience in Active Directory support and understanding of groups, memberships and policies is required. Attention to detail is needed when documenting or transferring tickets to other areas for resolution. Responsibilities: Field support calls Identify and organize tickets according to priority. Provides support in handling Incident Management calls Primarily remote technical support Hardware and software incident remediation Troubleshoot and resolve MS Azure incidents and requests Account provisioning/administration Hardware configuration/repair Actively managing assigned work in the ticketing system including timely and meaningful updates Support network printing devices Troubleshoot and resolve tickets for VPN and MFA issues Resolve network issues using an understanding of IP Addressing, subnetting and TCP/IP Assist with maintaining an accurate Service Desk knowledge-based tool (IT Glue) Requirements Required Experience: At least 1-2 years of experience with the following: Experience with Windows Operating Systems , with an understanding of security permissions for Active Directory. Experience using ConnectWise. Experience supporting laptop/desktop workstations and troubleshooting problems related to end-user applications. Experience troubleshooting Microsoft Office 365 and Office applications Familiarity with SharePoint and Exchange Experience with monitoring solutions , such as Logic Monitor and Datto RMM. Familiarity with network troubleshooting, such as Zscaler and FortiClient Ability to read, comprehend, and follow instructions either from Team Leader/Director or Service Desk Knowledge base Strong customer service skills Attention to detail Other Experience: Experience working with Autotask is a plus ITIL fundamentals a plus Microsoft certifications are a plus Must have Fiber Optic internet with at least 25 mbps bandwidth Must have backup desktop or laptop with the latest OS Must be willing to work on a shifting schedule Must be amenable to reporting to our Makati and BGC office as needed Benefits WHAT WE OFFER: Great Place to Work-Certified Company Premium HMO Holistic employee experience Rewards and incentives Monthly engagement activities Career advancement opportunities Paid referral program Requirements Required Experience: At least 1-2 years of experience with the following: Experience with Windows Operating Systems, with an understanding of security permissions for Active Directory. Experience using ConnectWise. Experience supporting laptop/desktop workstations and troubleshooting problems related to end-user applications. Experience troubleshooting Microsoft Office 365 and Office applications Familiarity with SharePoint and Exchange Experience with monitoring solutions, such as Logic Monitor and Datto RMM. Familiarity with network troubleshooting, such as Zscaler and FortiClient Ability to read, comprehend, and follow instructions either from Team Leader/Director or Service Desk Knowledge base Strong customer service skills Attention to detail





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