The Level I IT Help Desk Technician position provides fast and useful technical assistance on computer systems. You will test and assess issues related to computer software and hardware, including operating systems, such as Mac and Windows, document user requests and update client trouble tickets with the current status of the issue. You will also undertake maintenance of computer networks, hardware, software, and other equipment at regular intervals. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution at times to non-technical users. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.
Job Details:
Work from Home
Monday to Friday | 10:00 PM to 7:00 AM Manila Time
職責：
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- 透過診斷技術和相關問題執行遠端故障排除
- Determine the best solution based on the issue and details provided by customers
- 帶領客戶解決問題
- Direct unresolved issues to the next level of support personnel
- 提供 IT 產品或服務的準確資訊
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- 依照標準建立並更新支援文件，以改善未來的故障排除工作
- Develop and apply images to workstations using Microsoft MDT
資格：
- 高中畢業或同等學歷 有過類似客戶服務或技術支援工作的經驗是有益的，但不一定是必須的，因為有些公司可能會提供在職訓練。
- 對電腦硬體、作業系統 (如 Windows 或 macOS) 及一般軟體應用程式有豐富的知識。
- 熟悉排除常見電腦問題，包括網路連線問題、軟體安裝與組態、印表機問題，以及基本硬體維修。
- 瞭解電腦網路，包括 TCP/IP、DNS、DHCP 及基本網路故障排除。
- Active Directory 或類似使用者管理系統的基本知識。
- 優異的溝通技巧，無論是口頭或書面，都能以專業且有禮的方式與終端使用者互動。
- 具備強大的問題解決能力，能夠識別、分析並解決技術問題。
- 願意與其他團隊成員合作解決複雜或上級的問題。
- 可靈活輪班工作，包括晚上、週末和假日，因為許多服務台都是 24/7 全天候運作。
Desired Certifications
- AZ-900 Azure 基礎
- COMPTia A+
- COMPTia Security+
- COMPTia Network+