IT Helpdesk Tier 3

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July 29

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Sourcefit

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B2B • SaaS • Recruitment

Sourcefit is a leading business process outsourcing company with headquarters in the Philippines and offices in the Dominican Republic, Armenia, Madagascar, and South Africa. Founded in 2009, Sourcefit specializes in providing custom offshore and nearshore staffing solutions across various industries including IT, Finance, Healthcare, Retail, and more. They focus on offering efficient and cost-effective BPO services such as telesales, customer support, content moderation, IT support, web development, and more. Sourcefit is committed to building long-term value for organizations through customized, efficient, and integrated offshore staffing solutions.

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🎯 Recruiter

📋 Description

• The IT Helpdesk Tier 3 serves as an escalation point of contact for customers seeking technical assistance via phone and email. • Performs remote troubleshooting through diagnostic techniques and pertinent questions to offer the best solution to customer based on issue and details provided. • This resource manages the ticket handling process for their clients and effectively uses team resources to drive ticket closure, performance metrics and ensure customer satisfaction. • Provides technical leadership to the team and organization.

🎯 Requirements

• At least 5 years’ experience in a similar role • Advance to expert knowledge of Windows Servers, Networking, Office 365 & Azure • Experience with SCCM and Intune • Excellent written and verbal communication skills • Knowledgeable of office automation products, databases and remote control • Good understanding of computer systems mobile devices, and other technical products • Strong decision making and problem-solving abilities • Strong interpersonal and relationship building skills • Strong passion for customer service • Exceptional organizational skills and the ability to handle multiple tasks concurrently • Ability to learn quickly in a fast-paced environment • RMM (Remote Monitoring and Management) tool experience • Experience discovering and documenting a client environment (Servers, network equipment, storage equipment etc) • Experience with software installation/removal/troubleshooting • Familiarity with multiple hardware platforms (MacOS, Windows PC/Server, Networking equipment like Unifi, Sophos, Watchguard, Cisco etc) • Familiarity with scripting (PowerShell, Windows Command Line etc)