Technology Support Specialist

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🕒 il y a 29 jours

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ScalableOS

Site WebLinkedInTous les Emplois

201 - 500 employés

🤝 B2B

☁️ SaaS

B2B • SaaS • Staffing

ScalableOS est un partenaire offshore de premier plan, spécialisé dans les solutions d'externalisation sur mesure pour les fournisseurs de services gérés (MSP) et les cabinets de comptabilité et de fiscalité. Basé aux Philippines, ScalableOS offre des équipes dédiées qui fonctionnent comme une extension des opérations de ses clients, assurant une intégration et une gestion complètes. L'entreprise se concentre sur la fourniture de solutions rentables tout en maintenant un haut niveau d'expertise, permettant aux entreprises de maximiser leur efficacité et leurs performances grâce à des solutions de personnel personnalisées.

Description

• Receive inbound support requests via phone, email, or ticketing system. • Create detailed and accurate service tickets including required metadata: Requester’s name, Client company, Callback number, Detailed problem description, Perceived priority level. • Assign preliminary priority level based on Service Desk definitions (Emergency/Medium/Low). • Identify incomplete or missing information and follow up with the requester before escalation. • Route tickets to appropriate queues or escalate to T2/T3 when estimated resolution exceeds 15 minutes or issue is out-of-scope. • Monitor pending tickets, follow up with end users, and ensure timely progression. • Perform 1st level remote diagnosis and resolution for workstation performance issues, login/authentication problems, Microsoft 365 issues, printer/queue errors, browser issues and configuration, network connectivity, and basic user account issues. • Document all troubleshooting performed, including resolution details. • Deliver fast, courteous, and professional support to all clients. • Keep users informed of ticket status, next steps, and expected timelines. • Represent Company’s values and service culture during all interactions. • Reset passwords, unlock accounts, manage basic directory tasks, configure Outlook profiles, troubleshoot mail flow, assist with email resets, and coordinate with internal teams and 3rd-party vendors as required. • Adhere to all Service Desk protocols including service desk hours, after-hours policies, and confidentiality of client information.

🎯 Exigences

• Experience in MSP (Managed Service Provider) environments • Experience with ConnectWise PSA • Experience with ConnectWise RMM • Experience delivering remote help desk or service desk support (Network connectivity, Printer/print queue issues, User authentication, password resets, Profile issues and user configurations) • Strong troubleshooting skills in Windows and macOS 7 Layer OSI Network Model • Familiarity with M365 environment (Outlook, Teams, SharePoint Online) • Excellent communication and customer service skills • Strong attention to detail and documentation discipline • Ability to work independently in a remote setting • Familiarity with UniFi, Meraki, and SonicWall network hardware and software • Business-Grade AntiVirus • EndPoint Detection & Response (EDR) solutions • Managed Detection & Response (MDR) solutions • Email Anti-Phishing & Response Solutions • Dark Web Monitoring tools • Vulnerability Management solutions • Password Management tools • SASE • Zero Trust solutions • Web browsers (Edge, Chrome, Safari, Firefox) • Common third-party applications (Adobe, etc.) • Smart phones, mobile devices (Android, iOS) • Security Awareness programs • SaaS Backup platforms

🏖️ Avantages

• Stable internet connection suitable for VoIP and remote support • Quiet, professional home-office environment • Long-term work-from-home arrangement