Job Description

Job Overview
Provide technical installation, troubleshooting and support services remotely. Configure and troubleshoot computers and networking equipment including PCs, switches, wireless access points, etc. Configure and troubleshoot Windows clients. Provide excellent client service.Success is dependent on the ability and desire to learn and deliver high quality technology support. A professional attitude and providing outstanding client service are critical.Hours, M-F 8am - 5pm EST, scheduled 24x7 on-call shifts, occasional afterhours and weekend assignments
Essential Duties and Responsibilities

• Answer technical support phone calls, open support tickets and address client requests
• Maintain positive client communications
• Diagnose basic IT and computer systems issues; hardware, software, networking, server, VPN and operator problems

• Responsible for meeting client service SLA goals for service ticket processing
• Provide detailed status updates, and completion information to client using professional services application on client service requests
• Troubleshoot & research business applications, PC, server and network hardware errors
• Provide technical support both via phone and onsite service
• Install, remove, test and configure operating systems, software
• Provide user assistance as needed on operating systems, software and hardware usage and procedures
• Provide on-call emergency services after business hours, holiday and weekends as required
• Compile and maintain detailed documentation

Must have

• Excellent communication skills
• Basic TCP/IP network troubleshooting
• Windows networking (workgroups and domain)
• Windows 8 and 10
• MS Office and M365 apps installation and troubleshooting
• Network equipment troubleshooting
• Anti-virus and anti-malware software
• Ethernet network cabling
• VPN remote access configuration & troubleshooting
• Network printer troubleshooting
• Active Directory user management

Nice to have

• Windows Server2012, 2016 and 2019 including Active Directory and DNS
• Terminal Server
• Basic routing, VPN, switching
• Back-up software
• MS Open License installation
• M365 administration
• Basic external storage devices configuration - NAS, RAID, iSCSI
• Technical certifications such as CompTIA, Microsoft, Cisco
• VoIP
• Cisco CLI
• Networking monitoring and bandwidth analysis

Non-Technical Skills & Experience

• Ability to work in a disciplined, focused manner when working outside of an office environment
• Exceptional customer service skills
• High self-organization skills
• Ability to research and recommend new products

Other Requirements

• At least 2 years of relevant work experience
• Scheduled on-call shifts requiring 24x7 availability
• Excellent documentation skills for technical and non-technical audiences
• Obtain CompTIA A+ and Network+ certifications within 9 months of employment

Job Benefits

• Paid holidays
• Paid vacation
• Paid sick time
• Professional skill development
• Access to partner only self-study materials exclusively provided by leading IT vendors such as Microsoft, Cisco, Dell and more
• Being part of a technical team that help you grow your skills and knowledge
• Be part of a growing company and make an impact

Anyone who has worked as a field engineer, network engineer, IT Help Desk Support, Network Administrator, Cyber Security will translate to this.Job Types: Full-time, PermanentPay: Php50,000.00 - Php60,000.00 per monthBenefits:

• Health insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• Night shift
• On call

Supplemental Pay:

• Bonus pay
• Quarterly bonus

Education:

• Bachelor's (Preferred)

Experience:

• Relevant Work: 2 years (Required)

Shift availability:

• Night Shift (Required)