Onboard Outsourcing

About the Role
As the primary first point of contact for client support, you will be responsible for delivering routine and standard remote support in a fast-paced service desk environment. We are looking for a seasoned professional who knows they want to be a tech and is eager to leverage their experience while developing new capabilities.
While the role will initially focus heavily on client-facing support, you will soon have opportunities to plan, drive, and implement internal initiatives, including automation and service improvements, as you settle into the team.
Core Responsibilities
<ul>
<li>Act as the primary contact for incoming client requests via email, phone, chat, and virtual calls, providing calm, clear, and professional support.</li>
<li>Triage and route all new tickets promptly, accurately categorizing them and recording diligent ticket notes and time entries as work occurs.</li>
<li>Resolve standard incidents, routine service requests, and quick fixes during the initial contact whenever possible.</li>
<li>Follow through on all actions to meet designated due dates.</li>
<li>Coordinate quality, timely escalations to the right resources when onsite, consultative, project, change, or higher-level assistance is required.</li>
<li>Create, update, and maintain clear client documentation, and actively contribute to improving Standard Operating Practices (SOPs).</li>
<li>Raise and manage third-party vendor cases, ensuring clear internal communication and continuous updates for the end user.</li>
</ul>
Technical Qualifications
<ul>
<li>Experience: 3 to 5 years of proven experience as an IT Technician; we are looking for a seasoned professional who can hit the ground running.</li>
<li>The Apple Space: Demonstrated experience using and actively supporting Apple products and ecosystems.</li>
<li>Broad Tech Stack: Proven ability to support a wide array of technology, including Mac OS, Windows, Microsoft 365, Google Workspace, DNS, Networking, Audio Visual setups, Desktop environments, and SaaS applications.</li>
<li>Security Mindset: A solid understanding of data security and privacy implications.</li>
</ul>
Personal Qualities
<ul>
<li>People-First Approach: You view technology as secondary to the human experience; your first instinct is to pick up the phone and talk directly to a user.</li>
<li>Excellent Communicator: You are personally mature, possess an engaging personality, and communicate clearly both verbally and in writing.</li>
<li>Process-Driven: You are highly diligent, rigorously follow established processes, and maintain accurate documentation.</li>
<li>Growth Mindset: You are a keen learner with a genuine thirst for knowledge.</li>
</ul>
Pay: From Php70,000.00 per month
Application Question(s):
<ul>
<li>Do you have experience supporting a wide array of technology including both Mac OS and Windows, M365, and Google Workspace?</li>
</ul>
Experience:
<ul>
<li>IT or Technical Support: 3 years (Required)</li>
<li>Apple / MacOS Support: 1 year (Required)</li>
</ul>
Work Location: Remote

Support Service Technician - L2

Support Service Technician - L2

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