Helpware

Technical Support Specialist

Helpware

full-time

Posted on:

Origin:  • 🇵🇭 Philippines

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Job Level

Mid-LevelSenior

Tech Stack

AzureiOSITSM

About the role

  • Provide technical support for PCs, Windows operating systems, and Apple mobile devices
  • Diagnose and resolve hardware, software, and fundamental network issues remotely
  • Document and manage support requests through the FreshService ITSM/ticketing platform
  • Maintain clear and effective communication with users to facilitate prompt and efficient resolutions
  • Provide level one triage for VDI users and escalate complex incidents to senior technicians
  • Adhere to company policies concerning security and confidentiality
  • Address printing concerns, both local and network-based
  • Utilize Zoho Assist for secure remote access and support of user computers
  • Troubleshoot audio and video issues during video conferencing sessions
  • Administer new user onboarding by adding accounts to Active Directory, Microsoft 365, Vonage, Dynamics 365, and HubSpot
  • Oversee user deactivation procedures by removing accounts from these platforms as necessary
  • Provide ongoing support for Microsoft 365 and on-premises Active Directory environments
  • Create and manage distribution groups within Office 365 and add/remove user accounts in Vonage
  • Manage user accounts within the Mainframe system and perform password resets
  • Troubleshoot Barracuda VPN installation and connection challenges
  • Monitor system health and performance using Data Dog
  • Release emails and manage permitted senders through Mimecast
  • Address and resolve OneDrive-related issues
  • Deliver support and training for Microsoft applications

Requirements

  • Demonstrates exceptional organizational, time-management, and follow-up abilities
  • Maintains confidentiality and addresses sensitive requests with the utmost professionalism
  • Exhibits outstanding proficiency in both written and verbal communication
  • Possesses strong interpersonal skills, supporting employees at all organizational levels
  • Operates independently and excels in dynamic, remote work environments
  • Prior experience providing support for PC hardware, Windows 10/11, and Apple iOS devices
  • Understands basic networking concepts and is adept at troubleshooting issues
  • Experienced in Microsoft 365 applications, including Exchange Online, Teams, and OneDrive
  • Familiar with Azure Virtual Desktop Infrastructure (VDI) environment
  • Capable of creating and managing distribution groups within Office 365
  • Familiar with on-premises Active Directory, particularly user and group management
  • Knowledgeable in ITIL principles and IT Service Management (ITSM) frameworks
  • Previously supported executive-level personnel