Technical & Helpdesk Support Staff - Full Service IT Firm US in National Capital Reg, Philippines

at Virtual Coworker

Information Technology and Services
Information Technology and Services
Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female

Job Description

The client is a total IT firm from top to bottom. They provide quality information technology support at competitive rates to companies of all sizes; from small local businesses to large multi-national corporations. They provide support in areas such as infrastructure for managing email servers, data servers, routers & firewalls, secure tunnels, workstations and laptops. They focus strongly on “up” time and business continuity planning in the event of an emergency or outage. They have outsourced expert technicians for short term or permanent positions with a management team to guarantee quality, on site coverage.


• Follow protocol for creating and triaging tickets for one of their larger customers
• Responsible for fielding helpdesk calls
• Crease helpdesk tickets through several IT ticketing systems
• Troubleshoot end user issues such as hardware issues, connectivity, software application issues (MS outlook) - Creation of outlook profiles as well as email sending and receiving issues
• Follow protocol for creating and triaging tickets for one of their larger customers


• Ideally 2-3yrs support experience in all windows based operating systems (Server and workstations & active 
• At least 1 year experience doing Technical Support (Level 1) function with good background in managing and escalating tickets / ticketing system
• Strong English communication skills (oral and written)
• Experience in how to operate a helpdesk ticketing system and meet SLA's within those systems
• Able to troubleshoot other topologies such as VPN, Domains, Spam issues, users mobile devices such as IPhones, Ipads, droids etc.
• Possess a strong work ethic
• Able to work independently as well as with other team members
• Willing to go the extra mile for customers
• Able to research and find answers to issues that you may not have dealt with before
• Enjoys a challenging atmosphere with a prospect to grow and advance within the company
• Willing to work full time 8 hours a day - US Time

Must Have:

Please only apply for this role if you have the following home office requirements:

• Stable internet connection of at least 1 MB/s and a backup plan 
• Quiet room to work with no distractions or background noises whatsoever 
• Up to date computer system with a minimum of Windows 7 or Mac OS X 
• Perfectly working headset and webcam

Personal characteristics we require:

• Must be highly punctual
• Must be able to communicate problems and solutions effectively
• Must always have a great attitude and willing to learn

*Only applicants meeting the strict criteria above will be contacted

  Apply Now

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