HelpDesk L3

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February 12

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ScalableOS

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B2B • SaaS • Staffing

ScalableOS is a premier offshore staffing partner specializing in custom offshoring solutions for Managed Service Providers (MSPs) and Tax & Accounting firms. Based in the Philippines, ScalableOS provides dedicated teams that work as an extension of its clients' operations, ensuring full integration and management. The company focuses on delivering cost-effective solutions while maintaining a high standard of expertise, enabling businesses to maximize efficiency and performance through tailor-made staffing solutions.

201 - 500 employees

🤝 B2B

☁️ SaaS

📋 Description

• Provide expert technical service desk support services to end users via the telephone or electronically • Conduct initial assessments, triage and resolve issues with application software, and hardware components • Act as an escalation to Service Desk II, troubleshooting and resolving complex issues • Respond to users to troubleshoot support requests • Provide escalated technical support • Monitor escalated tickets to ensure timely resolution • Document incidents, problems, interaction, and resolution within the ConnectWise manage application • Responsibility for monitoring and managing service desk ticket queue

🎯 Requirements

• 10+ years of experience in IT Services • Subject Matter Expertise with Windows 10 operating system • Subject Matter Expertise with network topologies including wireless access points, IP addressing, remote connections and VPN solutions • Subject Matter Expertise of various hardware and software products including Microsoft Office Suite, Exchange and EOL Administration, Webroot, Acronis, Sophos, proof point and Microsoft end point manager • Experienced with VMware ESXI, ConnectWise products Manage, command and connect • Ability to translate technical concepts into lay terms • Strong knowledge of Microsoft Windows Operating Systems and Microsoft Office suite • Strong Knowledge of Microsoft Server operating systems • Familiar with Best Practices for Cybersecurity and Network security • Expert knowledge of PC Software/Hardware installation, troubleshooting and repair • Familiar with MAC, IoS and Android operating systems • Knowledge of creating documentation including client updates, Knowledge Articles, and Technical Specification documents inside IT Glue • Excellent customer service skills • Ability to multi-task, exercise patience and professionalism during stressful situations • Ability to work independently, manage multiple tickets and projects simultaneously, and take initiative to solve complex IT problems • Experience in a Windows active directory environment • Experience with Cloud technologies including Microsoft Azure • Support Tier1 and Tier2 support technicians and help cross train knowledge • Keep IT management apprised of critical issues.

🏖️ Benefits

• Long-term work-from-home arrangement • Permanent night shift schedule