Service Desk Technician L1 Dispatcher
Remote
Full Time
Mid Level
Role Summary:
The help desk technician/dispatcher position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone or e-mail. They are also responsible for ensuring that service requests and incidents are properly logged, prioritized, and assigned to the appropriate technicians or teams.
Benefits:
Position Responsibilities:
Knowledge, Skills, and Abilities:
Client's Core Philosophy:
Clients come first. We are extremely client satisfaction focused. Delivering exceptional client support is mandatory.
The help desk technician/dispatcher position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone or e-mail. They are also responsible for ensuring that service requests and incidents are properly logged, prioritized, and assigned to the appropriate technicians or teams.
Benefits:
- ₱70,000 basic salary
- $500 travel allowance
- ₱5,000 health allowance
- Paid Time Off
- Annual Bonus (at risk)
Position Responsibilities:
- Daily time entry (minimum 8 hours).
- Receive and log incoming IT service requests, issues, and incidents via phone, email, or ticketing system.
- Assist senior engineers on projects.
- Assess the severity and urgency of issues, categorizing and prioritizing tickets based on established criteria.
- Install, configure, troubleshoot MS Office Suite.
- Manage user and group administration tasks.
- Handle basic internet and network connection troubleshooting.
- Own and follow through tasks to completion.
- Maintain high-quality, detailed work.
- Effectively manage stressful situations.
- Know when to seek technical assistance.
- Provide accurate time estimates for tasks.
- Quickly learn and adapt to new technologies.
- Clearly explain technical concepts to non-technical users.
- Provide excellent customer service for all issues.
- Self-motivated, collaborative, and team focused.
- Identify and escalate issues requiring advanced technical knowledge.
Knowledge, Skills, and Abilities:
- Experience required with Windows desktop operating systems
- Understanding of DNS, TCP/IP and troubleshooting Internet connectivity
- Experience with M365. Credentials and Experience:
- Solid dependable engineer, follows directions and maximizes billing opportunities
- Consistently receives good client feedback
Client's Core Philosophy:
Clients come first. We are extremely client satisfaction focused. Delivering exceptional client support is mandatory.
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