Service Desk Technician
- Role
- Support
- Experience
- Mid
- Employment
- Full-time
Open to PH only. Set where you work from to check your eligibility.
No BS summary
Service Desk Technician for technical support/helpdesk work using ConnectWise Manage, remote desktop software, Teams, and ticketing systems. Open to fresh CS/IT graduates or candidates with 2–3 years of technical support/IT helpdesk experience. Must be in the Philippines and willing to work flexible hours, including evenings 7PM PST to 7AM PST and weekends.
Core skills
Required skills
Optional skills
Service Desk Technician
Our client is a leading provider of Information Technology services and solutions to small and medium sized organizations in the US.
Responsibilities include:
- Managing IT tickets via ConnectWise Manage.
- Creating and decommissioning user accounts and PCs.
- Troubleshooting printer, email, and hardware/software issues.
- Coordinating with vendors (HP, Dell) when needed.
- Ensuring clear documentation of troubleshooting steps in the ticketing system.
- Strong communication skills are required as the candidate will use Teams messaging to coordinate with internal teams and escalate issues.
- Answering calls and emails from customers and logging their queries into the ticketing system.
- Diagnosing and resolving technical issues related to hardware, software, and network connectivity.
- Escalating complex issues to other IT teams when necessary.
- Troubleshooting problems remotely using remote desktop software.
- Providing basic training and support to users on commonly used applications and software.
- Maintaining and updating technical documentation and knowledge base articles.
Candidate Experience Requirements:
- Open to FRESH GRADUATES with a Degree in Computer Science/ Information Technology OR 2–3 years of experience in technical support or IT helpdesk.
Qualifications:
- Willingness to work flexible hours, including evenings (7PM PST to 7AM PST) and weekends as required.
Preferred:
- CompTIA A+ Certifications
- Microsoft Certification(s)
- Net+ Certification
- ConnectWise Experience
- MSP Experience
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What you'll do
- Managing IT tickets via ConnectWise Manage.
- Creating and decommissioning user accounts and PCs.
- Troubleshooting printer, email, and hardware/software issues.
- Coordinating with vendors (HP, Dell) when needed.
- Ensuring clear documentation of troubleshooting steps in the ticketing system.
- Using Teams messaging to coordinate with internal teams and escalate issues.
- Answering calls and emails from customers and logging their queries into the ticketing system.
- Diagnosing and resolving technical issues related to hardware, software, and network connectivity.
- Escalating complex issues to other IT teams when necessary.
- Troubleshooting problems remotely using remote desktop software.
- Providing basic training and support to users on commonly used applications and software.
- Maintaining and updating technical documentation and knowledge base articles.
What they require
- Open to FRESH GRADUATES with a Degree in Computer Science/ Information Technology OR 2–3 years of experience in technical support or IT helpdesk.
- Strong communication skills are required.
- Willingness to work flexible hours, including evenings (7PM PST to 7AM PST) and weekends as required.
- Preferred: MSP Experience
HIKINEX is a multi-channel integrated service provider helping companies scale faster, boost efficiency, and drive greater profitability. It builds dedicated remote teams in sales, recruitment, marketing, and operations.