I.T. Specialist I-PH

Metro Manila-PH
Immediate

Job Description

The IT Specialist 1 represents BroadPath IT and BroadPath as a whole. Your fellow BroadPathers and BroadPath customers will call upon you to help them though an issue, request, or to reach the right person in the organization. Our workforce primarily works from home; therefore, you will need to be adept at providing remote IT support. If you enjoy challenges and interacting with people, this position may be for you!

Responsibilities

  • Provide IT support via phone, email and chat
  • Prioritize incident and request tickets by impact and severity
  • Install applications remotely
  • Guide employees setting up computer equipment remotely
  • Manage assigned tickets via ITSM tool
  • Handle support calls via contact center platform
  • Train new employees on BroadPath and BroadPath customer equipment and systems
  • On occasion may be asked to assist with gathering information to determine root cause of recurring issues
  • Notify team lead and/or supervisor of trending issues, offer suggestions or solutions
  • On occasion may be asked to assist IT Provisioning team with:
    • Unpacking and storing shipping supplies and computer equipment
    • Imaging computers
    • Ship computer equipment

Basic Qualifications

  • Must Reside in the Metro Manila Area
  • Experience interpreting Windows Event Logs and how to use them to troubleshoot issues
  • Experience using network assessment and connectivity troubleshooting tools
  • Excellent phone etiquette, customer service and professionalism
  • Excellent time management skills
  • Experience providing IT support in a call center type environment
  • Experience troubleshooting issues remotely for:
    • IP Telephony
    • VPN
    • Internet
    • Applications
    • Microsoft Windows OS
    • Microsoft Office Suite
  • Ability to work independently with minimal supervision
  • Ability to work as a team, often act as coordinator between internal support teams and client support teams
  • Ability to stay organized, on task and cool headed under intense stress and workloads
  • Ability to lift and/or move up to 50 pounds
Systems Experience Required: 
Windows Operating Systems, Microsoft Office Applications, Basic Network Troubleshooting, Softphones
 

Preferred Qualifications

  • Experience with Salesforce
  • Experience with SysAid ITSM
  • Experience with Avaya One X, Five9, Genesys PureCloud, Amazon Connect, Nextiva, InContact
  • Knowledge of ITIL
  • Experience with FedEx Ship Manager
  • Experience interpreting Cisco DART logs and how to use them to troubleshoot VPN issues
  • Experience with Azure, Active Directory, SharePoint, Office 365 ecosystem
  • Experience working for a BPO and/or MSP