Discover your 100% YOU with MicroSourcing! Position: Service Desk Technician II
Location: Global one, Eastwood, Libis, Quezon City
Work setup & shift: Hybrid | Night shift
Why join MicroSourcingYouu0027ll have:- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role: As a Service Desk Technician II, you will:
The Service Desk Technician II is responsible for providing remote technical support to users efficiently and accurately. The Service Desk Technician II is the front line, and responsible for solving basic and intermediate technical problems. Their objective is to quickly identify and resolve customer technology issues and serve as the Service Desk's tier 1 escalation point for troubleshooting, as needed.
- Answer incoming Service Desk calls and emails.
- Create tickets and collect basic client information such as:
- Company information.
- User.
- Issue.
- Who's affected.
- Perform intermediate Service Desk troubleshooting and support services:
- Password resets.
- Add/Remove O365 licenses.
- Fix broken mapped network drives.
- Add/remove PC user (Local/Domain).
- Operating systems.
- Add printers (Local and Networked).
- Install client-side software.
- Troubleshoot client-side network connections.
- Office 365 troubleshooting
- Setup email on mobile devices.
- Adding, updating, and maintaining client runbook service
- Act as Service Desk tier I escalation point.
- Perform intermediate Service Desk Troubleshooting (Expected resolution time of 30 minutes or less).
- Restore files.
- Review application issues.
- Identify and address network outages.
- Troubleshoot group policies.
- Troubleshooting site-to-site and point-to-site VPN issues.
- Address network connectivity issues.
- Review server space issues.
- Adding, updating, and maintaining client runbook service information as needed.
- Provide mentorship to junior technicians, as needed.
Other duties, as assigned.
What You Need: Non-negotiables
- A high school diploma or GED equivalent is required.
- Minimum of 3 years of experience in a Service Desk or IT support
position. - Comptia A+, Net+, Sec+ Certifications preferred
- Strong networking knowledge.
- Experience implementing/configuring VLANS
- Experience in mail migrations (exchange to office365)
- Experience implementing/configuring VPN Solution
- Troubleshoot/configure DNS
- Familiar with Windows Server.
- Work as a proactive team member in an office setting.
- Fast-paced learner with 1-2 week training period.
- Working knowledge of Microsoft O365 email and office.
- Working knowledge of Microsoft Windows.
- Ability to work nights and weekends, as determined.
Preferred skills/expertise- Ability to problem solve and troubleshoot.
- Excellent verbal and written communication skills.
- Detail-oriented and organized.
- Ability to multitask and excellent time management skills.
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About MicroSourcing With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU MicroSourcing firmly believes that our companyu0027s strength lies in our peopleu0027s diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan - itu0027s our commitment. Our way of life. Here, we donu0027t just accept your unique authentic self - we celebrate it, valuing every individualu0027s contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
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