Technical Solutions Specialist

Summary

Join ConnectOS, a top-rated Philippines employer and a Great Place to Work-certified company, as we look for a skilled professional to provide first-point customer service through our Service Desk. You will delight clients with friendly, quick, and helpful service, providing remote troubleshooting and managing helpdesk tickets. Responsibilities include maintaining client documentation, splitting tickets, ensuring timely resolution, and communicating status updates. You will also submit timesheets and expense reports, identify and mitigate risks, follow SOPs and security procedures, and contribute to process improvement. This role offers a competitive salary, comprehensive benefits, and opportunities for career growth.

Requirements

• M365
• Exchange
• Sharepoint
• NOC Background

Responsibilities

• Providing a first point of contact for customers through our Service Desk, be that via phone, email or ticket
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with remote troubleshooting
• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation in well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively

Preferred Qualifications

Microsoft Certification such as MCP, MCSA or MCSE, ITIL, ITSM, etc is a plus but not required

Benefits

• WFH
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities