JOB TITLE: IT Service Desk Technician                                                    

POSITION SUMMARY: 

We are seeking an IT Service Desk Technician to work closely with our Senior Information Technology Manager. 

Ideal candidates must have a passion for technology and enjoy helping others solve technical issues.  Exhibit a willingness to learn, flexibility, and perseverance to carry out duties and responsibilities. And demonstrate initiative, good judgment, creativity, discretion, and thoroughness

ESSENTIAL RESPONSIBILITIES: 

• First point of contact for technical support requests 
• Troubleshooting software and hardware issues in a Windows-based environment 
• Document all troubleshooting steps performed and the ultimate resolution to the request in Jira.
• Triage & escalate as appropriate 
• Assist with IT Systems Onboarding. Create accounts, set up laptops remotely, and meet with all new hires on their first day to set up and personalize all the Bridge33 platforms to be used daily, and provide an overview of the use case for each.  
• Continuous updates of existing Wiki documentation and/or increase newly developed processes & procedures in an internal knowledge base 
• Work with the broader Information Technology team on software implementation/retirement, process improvements, and other items as required 
• Perform other duties as assigned

GENERAL DUTIES:

• Operate with a high degree of quality, efficiency and effectiveness 
• Maintain accurate and organized online internal documentation.
• Collaborate with internal and external stakeholders to resolve issues and address inquiries in a timely manner or SLA
• Work on ad hoc projects and initiatives as needed, including projects where there may be ambiguity or which do not have clearly established processes to reference 
• Maintain and update technology related information in the prescribed standards and systems 
• Flexibility to support different business units within the Company and to prioritize and balance different responsibilities 
• Effectively and clearly track and communicate the status of workflow tasks to management 

Requirements

• Associate's degree in IT or related field  
• 2- 5 years of proven experience in IT Support 
• Experience with: 
• Troubleshooting Windows 11 Pro 
• Microsoft 365
• Azure Entra ID
• Intune/Endpoint Manager 
• Jira Service Management is a plus 
• Excellent attention to detail 
• Solid experience troubleshooting mixed Technology Stack environment
• Ability to research solutions using online documentation and resources
• Strong sense of ownership and ability to drive technical issues to resolution with minimal input supervision. 
• Strong organizational, analytical, and problem-solving skill 
• Prior experience working U.S. hours and shifts 
• Residing in Metro Manila and Luzon (nearby) areas 

WORKING REQUIREMENTS: 

• Fully remote  
• Fluent in English  
• Will work 8:00 AM to 5:00 PM US Pacific Time (PST)