Service Desk Engineer L1
Posted on :
21-02-2024
Employer Active
1 Vacancy
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Jobs by Experience
1-3years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
21-02-2024
Job Description
This is a remote position.
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 requests. Customer service is a central focus of this role. As a level I this position will be a frontline 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 knowledgebased tool (IT Glue)
Requirements
Required Experience:
- At least 12 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 enduser 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 WorkCertified Company
Premium HMO
Holistic employee experience
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program
3- 5 years experience writing engaging content required, in a B2B environment or technology industry (highly desirable) Advanced experience working within the Microsoft Office Suite (Word, Excel, PowerPoint and Outlook) Think strategically and be solutions focused Have commercial copywriting experience Tertiary education in Communications or Journalism or relevant industry experience Highly developed copywriting skills Highly developed verbal and written communication skills Outstanding attention to detail and organisational skills Have experience in writing strategy-led marketing campaigns/programs using a wide range of assets including brochures, blog posts, ads, websites, landing pages, videos and social posts Completed
Employment Type
Full Time
Key Skills
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