- Salary
- $1k – $1k
- Location
- Metro Manila
- Workplace
- Remote
- Type
- Full-time
- Department
- Healthcare
- Closing date
- Apr 1, 2026
- Source
- CareersPage
Description
Working schedule: Eastern Standard Time/ Pacific Standard Time (Days & Time: TBD)
Work Arrangement: Fully Remote (Work From Home)
Salary: $1,100 Monthly
Employer: An MSP company located in Burbank, California, USA
Duties & Responsibilities:
- Process incidents and requests via telephone and email
- Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources
- Monitor the unassigned ticket queue and follow up on assigned tickets every 24 hours
- Identify and escalate tickets to TTI management or appropriate support groups when needed
- Document issues and troubleshooting steps concisely in the ticketing system
- Follow up on open issues with escalation groups to provide updates to the customer
- Basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support groups
- Familiarity with common software installations (i.e., Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps
- Analyze information about the users' issues and determine the best way to resolve these issues
- Provide support on Level 2 and Level 3 issues where configuration solutions have already been documented
Technology knowledge and support experience required:
- High Proficiency in providing support and troubleshooting Windows 10 and macOS
- Microsoft 365: Active Directory, Outlook, Excel, Word
- ITSM Ticketing System: ServiceNow, Connectwise
- Collaboration Tools: Teams, Slack, or Zoom
- Contact Center / Call Center VOIP: 8x8, Cisco, Mitel
A plus to have knowledge and support experience with:
- Microsoft 365 Admin Center
- Azure Active Directory
- Exchange Admin Center
- Endpoint Manager Admin Center
Requirements:
- Strong Customer Service Skills
- Excellent oral/written communication skills
- Thorough understanding of computers (both Windows & MAC OSX preferred)
- Experience with email systems and a basic understanding of Active Directory & Network troubleshooting is required
- Support of enterprise applications (proprietary or otherwise) is desired
- One year of experience working on a help desk is required
Skills
AzureExcelServiceNowCustomer Service