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IT Support Technician

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TYLin

14d ago

  • Job
    Full-time
    Mid Level
  • Software Engineering
    IT & Cybersecurity
  • Manila
    Remote
  • Quick Apply

AI generated summary

  • You must have an associate's degree, 3+ years of IT support experience, strong English skills, Windows and Microsoft 365 knowledge, ticketing experience, and understanding of networking and hardware troubleshooting.
  • You will resolve tech issues via calls, emails, and tickets, document processes, seek guidance from teammates, identify knowledge gaps, and escalate complex problems when necessary.

Requirements

  • Must be willing to work 8:00 AM – 5:00 PM Central Time. Only candidates willing to work this time need apply.
  • Associate degree in a technology-related field; bachelor’s degree preferred.
  • At least 3 years of proven technical support experience in a structured Service Desk or Help Desk environment that includes medium-to-large-sized companies.
  • Must be fluent in English with strong verbal and written communication skills, capable of engaging with customers of varying technical knowledge.
  • Self-driven, ability to work under minimal supervision, and an attitude of getting the job done.
  • Curious, technology savvy, and have a desire to solve problems.
  • Experience with ticketing systems and issue documentation.
  • Solid knowledge of Windows troubleshooting.
  • Experience with the Microsoft 365 environment (MS Office products, Teams, SharePoint) including Admin Portal and MFA technologies.
  • Experience with software delivery, installation, and troubleshooting.
  • Experience with Azure, Active Directory, SCCM/MECM, and remote support tools.
  • Understanding of network troubleshooting: home office, Wi-Fi, LAN (corporate network).
  • Understanding of networking technologies and remote access (VPN, Remote Desktop).
  • Experience with hardware troubleshooting that includes laptops, docking stations, and peripherals.
  • Understanding of mobile device support (iPhone, Android).
  • Experience with supporting design software such as AutoCAD, BIM, Bentley products is a plus.

Responsibilities

  • Resolves inbound technology-related problems via phone, email, and web portal submissions.
  • Utilizes a knowledge base to resolve customer issues. Where knowledge doesn’t exist, be curious to find a solution.
  • Leverages team chat to ask questions and seek guidance from other team members and Tier 2.
  • Documents issues within the ticketing system with clear, concise, and accurate information; documents troubleshooting process and procedure for each issue.
  • Identifies gaps in documented knowledge and engages Tier 2 in new knowledge creation.
  • Follow defined processes to promote standardization; where processes are not defined, escalate to receive guidance.
  • Consult with Tier 2 on complex, undocumented issues and escalate to the appropriate group.

FAQs

What are the working hours for the IT Support Technician position?

The working hours for the IT Support Technician position are from 8:00 AM to 5:00 PM Central Time.

Is this position fully remote?

Yes, this position is remote.

What level of technical support experience is required for this role?

A minimum of 3 years of proven technical support experience in a structured Service Desk or Help Desk environment is required for this role.

What educational background is preferred for candidates applying for this position?

An associate degree in a technology-related field is required, while a bachelor’s degree is preferred.

What communication skills are necessary for this job?

Candidates must be fluent in English with strong verbal and written communication skills, capable of engaging with customers of varying technical knowledge.

What ticketing systems experience is necessary for this role?

Experience with ticketing systems and issue documentation is necessary for this position.

Do applicants need to have knowledge of Windows troubleshooting?

Yes, applicants should have solid knowledge of Windows troubleshooting.

Is experience with Microsoft 365 necessary for the IT Support Technician role?

Yes, experience with the Microsoft 365 environment, including Admin Portal and MFA technologies, is required.

What hardware troubleshooting skills are required?

Candidates should have experience with troubleshooting hardware that includes laptops, docking stations, and peripherals.

Is there any preference for specific software experiences?

Experience supporting design software such as AutoCAD, BIM, and Bentley products is a plus but not required.

Does TYLin offer benefits to employees?

Yes, TYLin offers a comprehensive total rewards package, including medical, disability and life insurance coverage, retirement savings plan, and paid time off among other benefits.

Is TYLin an equal opportunity employer?

Yes, TYLin is an equal opportunity employer and prohibits discrimination and harassment of any type as protected by law.

Engineering & Construction
Industry
1001-5000
Employees

Mission & Purpose

As a global engineering firm, we design infrastructure solutions that connect and elevate communities. That means enhancing conventional designs with smarter, more resilient systems. Connecting gridlocked populations with better means of mobility. Stewarding precious resources with more sustainable solutions. And solving our client’s unique challenges with innovative and technically advanced approaches.