We have several exciting, Manila-based opportunities available for Helpdesk Specialists. Work from home or office based you choose!
Interested candidates must be open and comfortable to work the following shifts:
Shift 1:
Friday: 6pm 4am EST (10-hours)
Saturday: 6pm 4am EST (10-hours)
Sunday: 6pm 4am EST (10-hours)
Monday: 6pm - 4am EST (10-hours)
Shift 2:
Saturday: 4am 2pm EST (10-hours)
Sunday: 4am 2pm EST (10-hours)
Monday: 4am 2pm EST (10-hours)
Tuesday: 4am - 2pm EST (10-hours)
Shift 3:
Saturday: 2pm 12am EST (10-hours)
Sunday: 2pm 12am EST (10-hours)
Monday: 2pm 12am EST (10-hours)
Tuesday: 2pm 12am EST (10-hours)
When you join Yempo, you'll receive the following fantastic benefits:
Highly competitive salary paid weekly!
HMO enrollment on commencement
Additional HMO dependents added each year of service
20 vacation days per year; 7 sick days
Annual performance bonus and incentives
Annual salary reviews and increases
Free cooked rice, snacks and hot drinks
Company polo shirts provided
Fantastic bright and cheerful open-plan work environment
Prestigious clients and highly professional and friendly co-workers
Our Client
In this position, you will be assigned to our client, a Managed Service Provider (MSP) that provides IT and cybersecurity services to small and medium businesses. We've been in business for 20 years and are growing. Their clients typically have 40 - 500 users and support all their IT needs. Efficiency is key; they script, automate and document, and believe that working in IT shouldn't be stressful. They pride themselves in investing in solutions that are easy to manage and provide industry-leading results to their clients. Tools they use daily - Kaseya, Freshdesk, Meraki (yes, full Meraki stack!), Addigy, Office 365, Google Workspace, SentinelOne, Huntress, and more.
Overview
In this role, you will be at the forefront of providing first-line support to the client's diverse clientele. You'll tackle a variety of technical challenges, ensure smooth IT operations, and contribute to our mission of delivering outstanding client service.
Your Responsibilities
Reset passwords and multi-factor authentication for Office 365, Google Workspace, and WindowsOS via AAD and AD. MacOS experience is a plus.
Provide technical support for commonly used applications such as Outlook, Slack, Zoom, and QuickBooks.
Administration for Office 365/Google Workspace to handle requests for delegate access, shared mailboxes, aliases, and distribution lists.
File system syncing issues with OneDrive, Dropbox, and Google Drive.
Network connectivity issues such as WiFi connection, slow internet speeds, network outages/no internet.
Email related issues with sending, receiving, spam, archiving.
Hardware related issues like no audio, Bluetooth devices not connecting, computer won't boot, display connection issues.
Printer and Scanning issues like jams, not available on the network, driver issues, incorrect scanning and printing, etc.
Account and Email suspicious activity.
Properly documenting your work in support requests and thoroughly explaining solutions provided with any system configurations to ensure consistent service quality.
Participate in knowledge-sharing activities and stay updated with the latest in industry trends, technologies, and best practices to enhance the service desk's capabilities.
Your Background
At least 2 years of recent technical support experience, preferably in an MSP environment. Previous customer support experience is highly valued.
A clear communicator with English fluency in reading, writing, and verbal communication.
Comfortable in dealing with clients who have urgent needs, are impatient, and difficult to reach.
Confident in speaking with clients in many locations around the world and supporting their technical requests.
Strong understanding of Windows 11 and Windows Server operating systems and applications. MacOS/iOS knowledge is a plus.
Experience in network administration, particularly with Ubiquiti and Meraki devices.
Experience with Domain Controllers, Active Directory, DHCP, DNS, Azure, Hyper-V, VMWare, and VoIP systems is a plus.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.
Able to follow directions and adapt to a rapidly changing work environment and SOPS.
Strong multitasking abilities and effective time management.
A passion for technology and a fast learner of new products and systems.
A strong sense of urgency and commitment to quick and efficient client service.
Disclaimer for Salary Ranges - Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.
