Deskripsi Pekerjaan
Agilitec IT, a trusted managed services provider, is seeking a motivated and customer-focused Service Desk Agent – Level 1 to join our remote team. This is a full-time opportunity for candidates based in Metro Manila who are passionate about technology and delivering exceptional support.
As the first point of contact for our clients, you will handle incoming requests via phone, email, and ticketing system, diagnose and resolve hardware/software issues, and ensure every interaction aligns with our high service standards. This role offers a clear path for growth in the IT field with continuous training and certification support.
Key Responsibilities:
- Provide first-level technical support and troubleshooting for end-users.
- Log, track, and document incidents and service requests accurately.
- Resolve common issues such as password resets, account unlocks, and connectivity problems.
- Escalate complex issues to Level 2/3 teams with thorough documentation.
- Install, configure, and maintain desktop hardware and software.
- Assist in maintaining asset inventory and knowledge base articles.
- Deliver exceptional customer service by communicating clearly and professionally.
Qualifications We Value:
- High school diploma or equivalent; IT-related degree or certifications (A+, ITIL) are a plus.
- 0–2 years of experience in a help desk or customer support role.
- Basic understanding of Windows OS, Microsoft Office, and networking concepts.
- Strong problem-solving skills and attention to detail.
- Ability to work independently in a remote environment and manage multiple tasks.
- Excellent verbal and written English communication skills.
- Willingness to learn and grow with the team.
Why Join Agilitec IT?
- Competitive monthly salary in USD ($1,000 – $1,100).
- Fully remote work arrangement based in Metro Manila.
- Opportunities for career advancement and IT certifications.
- Supportive team culture and ongoing training.
- Access to cutting-edge tools and technologies.
If you are ready to take the next step in your IT career and make an impact, apply today and become part of Agilitec IT’s success story.
Tanggung Jawab
- Respond to and resolve first-level IT support tickets via phone, email, and chat.
- Troubleshoot hardware, software, and network connectivity issues.
- Manage user accounts, permissions, and password resets in Active Directory and Office 365.
- Document all incidents, requests, and resolutions in the help desk system.
- Escalate unresolved issues to senior support teams with detailed notes.
- Assist with deployment and maintenance of workstations and peripherals.
- Contribute to knowledge base development and process improvement.
Kualifikasi
- High school diploma or equivalent; college degree in IT or related field preferred.
- Experience in a service desk or technical support role is an advantage.
- Proficiency in Windows and/or macOS environments.
- Familiarity with common business software (Microsoft Office, Outlook, etc.).
- Understanding of basic networking concepts (TCP/IP, DNS, DHCP).
- Strong customer service and communication skills.
- Ability to multitask and prioritize in a fast-paced environment.
- Relevant certifications (CompTIA A+, ITIL, Microsoft) are a plus.