Job Description

About Staff Domain

Staff Domain connects the best local talent with progressive businesses from all around the world. We firmly believe that great professionals need a great environment to enjoy and thrive in. The clients that our employees work directly with are vetted intricately to make sure that our employees will only be working with the most stable companies and that there are opportunities for growth and advancement-these are not just highly possible, it's a guarantee. This is why we are the #smartplacetogrow

We have grown more than 300% percent over the past year and a half. That much growth in that span of time indicates that we must be doing something right, yes?

Despite the rapid growth, we still see ourselves still as a startup in the way we handle things and the way we maintain our relationship with our clients and, just as important, the staff we hire for our clients. You can rest yourself assured that we do things organically here, not mechanically.

Join us and enjoy:

• HMO and Life Insurance for you and 1 dependent from day one
  
• Market-leading salary
  
• Attendance bonuses
  
• Health and fitness programs
  
• Regular social activities
  
• Top-notch Learning, Culture and Development programs
  
• Guaranteed work-life balance
  
• Guaranteed stability and security (pandemic-proof)
  
• Offices in all strategic CBDs (Metro Manila, Alabang, Pampanga, Cebu, Davao)

Job Summary:



We are looking for a competent Level 2 Tech Support to provide first to second layer of technical assistance on computer systems. You will answer queries on basic to complex technical issues and offer advice to solve them.

An excellent Level 2 IT Support must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers and can take escalated calls.

The goal is to create value for clients that will help preserve the company’s reputation and business.

:

• Install and configure computer hardware, software, systems, networks, password resets, account creation, and many more
  
• Support and maintenance of MS Windows Server environments
  
• Desktop Support in an AD environment (Office / Client Applications)
  
• Office 365 Administration
  
• Support of softphone solutions such as 3Cx, Telstra, Teams Calling
  
• Create tickets for Level 3 support
  
• Take escalated calls as/from Level 1 support
  
• Develop strong product and business expertise of Datto, Amazon, Microsoft products and similar
  
• Structuring problems and designing effective solutions to which the customer believes and advocates
  
• Responding in a timely manner to service issues and requests
  
• Providing technical support across the company
  
• Testing new technology
  
• Pass on any feedback or suggestions by customers to the appropriate internal team
  
• Identify and suggest possible improvements to procedures

Requirements

• Minimum of 3+ years of relevant experience in the Australian MSP environment
  
• A professional phone manner with a strong focus on customer service
  
• A desire to help people and make their request for support an enjoyable one
  
• Experience with a ticketing system for job management
  
• Proven ability to diagnose and resolve technical issues to a customer’s satisfaction
  
• Patience with dealing with novice users
  
• Can multitask, work towards deadlines and prioritize tasks effectively
  
• Excellent written and verbal communication skills
  
• Well organised with great time management skills
  
• Self-directed and able to work without supervision
  
• Should work well with a team and brings with him/her a colorful personality and a good sense of humor
  
• Academic certification in the IT industry is a bonus

Minimum of 3+ years of relevant experience in the Australian MSP environment A professional phone manner with a strong focus on customer service A desire to help people and make their request for support an enjoyable one Experience with a ticketing system for job management Proven ability to diagnose and resolve technical issues to a customer’s satisfaction Patience with dealing with novice users Can multitask, work towards deadlines and prioritize tasks effectively Excellent written and verbal communication skills Well organised with great time management skills Self-directed and able to work without supervision Should work well with a team and brings with him/her a colorful personality and a good sense of humor Academic certification in the IT industry is a bonus