Job Overview: This in-office position will be based in the Oakridge Business Park in Mandaue City. iTeraSOURCE Philippines is the BPO affiliate of iTeraTEL Communications, a Canada-based full-service Cloud Phone and Internet provider specializing in custom solutions for small and medium-sized businesses.

Recruitment for the position will be during October and November with an in person interview in December. The position will start January 2nd, 2025

As a Tier 1 Help Desk Support Specialist, you will be the first point of contact for customers experiencing technical issues. Your role will involve troubleshooting, documenting, and resolving basic technical problems, or escalating them to higher support levels when necessary.

Responsibilities:

• Respond to Helpdesk Tickets and Calls: Provide first-level support by addressing IT/Telecom-related issues via phone, email, or ticketing system.
• Troubleshoot and Diagnose: Resolve software, hardware, and network issues or escalate them to Tier 2 support when required.
• User Support: Assist with common user requests, such as password resets, account creation, and general application support.
• Monitor and Manage Alerts: Track system alerts, document issues, and escalate incidents to the appropriate team.
• Assist with Migrations: Support users during migrations to new systems (e.g., Office 365, Azure).
• Document Solutions: Accurately document all troubleshooting steps and resolutions within the helpdesk system.
• Maintain Communication: Keep users informed about their ticket status and expected resolution times.
• Vendor Coordination: Communicate with external vendors for additional support or escalation.
• Perform Basic Network and Telecom Tasks: Assist with basic configuration and troubleshooting.
• System Maintenance: Assist with operating system patches, upgrades, and routine maintenance tasks.
• Other Duties as Assigned: Support the team with various tasks as needed.

Qualifications:

• Education:
• Associate degree in Information Technology, Computer Science, or a related field (preferred).
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.

Experience:

• Previous experience in a tech support or customer service role (preferred).
• Familiarity with IT support ticketing systems.

Technical Skills:

• Basic understanding of networking (TCP/IP, DNS, DHCP).
• Proficiency in Windows and macOS operating systems.
• Familiarity with common software applications (e.g., Microsoft Office, Adobe, Edge, Chrome, etc.).
• Basic knowledge of computer hardware components.
• Experience with remote support tools (e.g., TeamViewer, LogMeIn).
• Office 365 administration and support.
• Google Workspace maintenance and support.
• Experience working with various AV/EDR solutions.
• Experience with remote patching and software updates.
• Understanding of VoIP systems and basic telecom concepts.

Soft Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Customer service-oriented with a positive attitude.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Willingness to learn and adapt to new technologies.