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Level 1 - Technician


xpatjobs       |    Location:metro manila, philippines , Metro Manila       |    Country:Philippines

Employer: An MSP company located in New Jersey, USA.

Work Setup: Remote

Working schedule: Monday - Friday, 1:00 pm 10:00 pm Eastern Standard Time

Salary: $1,000 - $1,200 monthly

Benefits:

  • 13th Month Pay
  • HMO Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
  • Personal Time Off (After a 90-day probationary period)

Client Overview:

Our client has spent over 20 years refining the art of keeping IT systems running smoothly, allowing their partners to focus on what truly matters their business. As experts in managing both private and public cloud environments, we bring cutting-edge solutions to small and medium businesses across New York and New Jersey. Whether its cloud migrations, cybersecurity, or handling day-to-day IT challenges, our team delivers exceptional service with a personal touch.

Job Summary:
We are seeking a motivated and customer-focused L1 Technician to join our dynamic IT support team. As a first line of defense, you will be responsible for handling technical support requests, troubleshooting issues, and ensuring smooth IT operations for our clients. This role is ideal for individuals with a strong technical foundation and a passion for delivering top-tier customer service.

Key Responsibilities:

  • Serve as the initial point of contact for IT support requests via phone, email, or ticketing system.
  • Diagnose and resolve hardware, software, and network-related issues for clients.
  • Escalate complex issues to L2/L3 technicians as needed.
  • Assist with user account management, including password resets and access permissions.
  • Perform basic troubleshooting for cloud-based applications and services.
  • Support IT infrastructure, including desktops, laptops, printers, and mobile devices.
  • Document and track support requests, ensuring timely resolution and follow-ups.
  • Provide remote and occasional on-site support to clients in the New York/New Jersey area.
  • Stay up to date with emerging IT trends and best practices.

Requirements:

  • 1+ years of experience in IT support or a related field.
  • Strong knowledge of Windows and macOS operating systems.
  • Basic understanding of networking principles (DNS, DHCP, VPN, etc.).
  • Experience with Microsoft 365, Google Workspace, and cloud-based applications.
  • Familiarity with remote support tools and ticketing systems.
  • Excellent problem-solving and communication skills.
  • Ability to multitask and prioritize tasks in a fast-paced environment.
  • Customer-centric mindset with a strong commitment to service excellence.
  • IT certifications (CompTIA A+, Microsoft, or equivalent) are a plus.


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