Tier 1 Service Desk Technician
Summary
Provides first-line remote IT support for a US-based client's end users — troubleshooting Windows and Microsoft 365 issues, handling password/MFA resets and basic network/VPN problems, and resolving tickets within SLAs, escalating complex issues. Permanent work-from-home role in the Philippines on a US Eastern-time schedule.
Role: Tier 1 Service Desk Technician (US-based client)
Compensation: Competitive Basic Salary
Benefits: HMO plus 2 Free Dependents, P1,500 Rice Allowance, Night Differential (If applicable).
Work Schedule: Monday to Friday, Dayshift Philippine Time (supporting 5am onwards EST)
Work Setup: Permanent Work-from-Home
Job Summary
We are seeking a reliable, customer-focused Tier 1 Service Desk Technician to provide remote technical support to end users. The ideal candidate will have experience of troubleshooting common IT issues, managing support tickets, and delivering excellent customer service in a fast-paced environment.
This role will serve as the first point of contact for technical support requests, resolving routine issues and escalating more complex problems to higher-level support teams.
Duties and Responsibilities
Provide Tier 1 technical support via phone, email, chat, and ticketing systems.
Troubleshoot Windows operating systems, Microsoft 365 applications, and general software issues.
Assist users with password resets, account access, MFA, and login issues.
Diagnose basic hardware, printer, network, VPN, and connectivity problems.
Create, update, prioritize, and resolve support tickets within established SLAs.
Escalate unresolved or complex technical issues to Tier 2/3 support teams.
Document troubleshooting steps, resolutions, and recurring technical issues.
Provide professional, timely, and courteous support to end users.
Follow established IT security policies, procedures, and escalation protocols.
Job Qualifications
Required:
At least 1–2 years of experience in an IT Help Desk, Service Desk, or technical support role.
Working knowledge of Windows 10/11 and Microsoft 365.
Familiarity with Active Directory, password resets, and user account administration.
Basic understanding of TCP/IP, DNS, DHCP, VPNs, and network troubleshooting.
Experience using IT ticketing systems such as ServiceNow, ConnectWise, Jira Service Management, or similar.
Strong English communication skills, both written and verbal.
Excellent troubleshooting, problem-solving, and customer service skills.
Ability to work independently during evening US business hours.
Preferred:
Experience supporting US-based end users or managed service provider (MSP) environments.
Familiarity with Microsoft Entra ID (Azure AD), remote desktop tools, and MFA solutions.
Knowledge of ITIL processes and service desk best practices.
CompTIA A+, ITIL Foundation, or Microsoft certifications.
Work Requirements
Must be available Monday–Friday, 5:00 PM – 12:00 AM Eastern Time.
Must be comfortable supporting users remotely during US evening hours.
Strong attention to detail, reliability, and ability to follow documented procedures.
Ability to meet response and resolution targets while maintaining high customer satisfaction.