IT Helpdesk Support Level 3 (Philippine Residents only)

We are looking for a skilled Helpdesk Support with technical expertise to handle most issues that an end-user would encounter and be able to collect enough information to research further if necessary. Strong technical knowledge, excellent communication skills, attention to detail, customer-focused attitude, and patience are all necessary qualities for a top-notch helpdesk support who will deal with even the most difficult clients. The goal is to deliver exceptional service and long-lasting solutions to clients in order to foster loyalty and client satisfaction. RESPONSIBILITIES: Serve as the first point of contact for customers seeking technical assistance over the phone, email or chat. Identify the ideal solution based on the issue and the information provided by the clients. Perform remote troubleshooting using diagnostic methods and guide the client through the troubleshooting process. Escalate unresolved issues with urgency to the next level of support. Provide accurate information and right fit clients with IT solutions and services. Log events, problems, and their resolutions. WHAT WE'RE LOOKING FOR: Excellent communication skills – Ability to have a comfortable conversation in English without thinking formal or technical – be a friend Excellent attention to detail and follow-through abilities (never let it go till solved) Demonstrable experience working with Windows systems (client/server). Ideally, enough experience with a wide range of end-user and other IT areas to solve problems that others may overlook. We are heavy users of Office 365 and Azure, so you’ll need to have solid experience and know the fundamentals or demonstrate skills in something very similar. Experience with MSP tools such as RMM, PSA, and similar is extremely important, as not everyone can quickly learn how to use these tools. Essentially, you must demonstrate that you can handle even the most difficult tasks by properly setting expectations and determining the solution in a reasonable amount of time. Out-of-the-box thinker, proactive/creative, and always improving things. Willingness to go the extra mile to ensure client satisfaction. Have the ability to “figure things out” even new things. Nice-To-Haves: Scripting/PowerShell experience Mac OS use and support experience GoogleWorkpace/etc.