Senior Help Desk Support Specialist

3 days ago

india Outdesk Full time
Job Description

This is a remote position.

We are seeking an experienced and skilled Senior Help Desk Support Specialist (Level 3) to join our team in an escalations capacity. In this role, you will take on a leadership position within the help desk team, providing advanced technical assistance and support to our internal users. Your expertise will be crucial in handling escalated issues, ensuring the smooth operation of our IT systems and services, and you will play a key role in mentoring junior team members and contributing to the continuous improvement of our IT support processes. 

Core Requirements:

  • Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience is preferred.
  • Experience in a technical support role, preferably in a help desk or service desk environment.
  • Proficiency in troubleshooting hardware, software, and network issues across various platforms (Windows, MacOS, Linux).
  • Strong knowledge of Microsoft Office applications, Active Directory, and other productivity tools.
  • Familiarity with remote desktop support tools and ticketing systems (e.g., ServiceNow, Jira, Zendesk).
  • Proven experience in a help desk or technical support role, with a focus on providing advanced technical assistance and handling escalations.
  • Excellent problem-solving and communication skills.

Nice to Have Requirements:

  • Ability to lead and mentor junior team members.
  • Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation.
  • Proficiency in a wide range of IT systems and technologies, including:
    • Windows operating systems and server environments
    • Microsoft Office 365, Azure, Teams, SharePoint, Intune, VB, PowerShell scripting, and Exchange Server Management and Administration
    • Utilization of SCCM for software deployment, Symantec Cloud for security, and Veeam for backup and recovery solutions
    • Management and maintenance of various ticketing systems such as ServiceNow, Cherwell CMDB, ServiceDesk Plus, Authority CRM, and ConnectWise
    • Configuration and troubleshooting of network infrastructure components, including Fortinet, TPLink, Cisco switches, Umbrella, Meraki, Ubiquiti Unifi, PRTG, and Network Configuration Manager
    • Support for remote access solutions like FortiClient VPN, Citrix, and Fast-track Production
    • Technical support for applications such as MPower, Mates, and Alesco
    • Administration of Active Directory Services, RSA Server, DHCP, DNS, Open DNS, SQL 2016-2018 server, Cisco Manager, Papercut Server Management, Novell Console 1, and Zen works
    • Advanced skills in Outlook and Lotus Notes 8.5, as well as proficiency in VMware/vSphere virtualization technology
    • Handling of basic Linux Red Hat tasks and beginner-level support for SAP and Linux Red Hat systems
    • Management of telephony systems including MDM, Intune, 3CX, Android, and Apple devices, as well as hardware and AV units like Polycom, Epson Meeting Room AV units

 

Time Zone:  Perth - Australia Business Hours 

Applicant Location: Must be Filipinos living in the Philippines 

 

About Outdesk  

Outdesk is the collaboration of Filipino and Australian professionals who shared a common goal to deliver a better offshore staffing solution to the SME market. We wanted to make it easier for businesses to engage, implement & manage a Philippines based staff member.  

  

Employee Benefits  

  • Paid Leave  

  • 13th Month Pay  

  • SSS  

  • Philhealth  

  • Pag-Ibig   

  • BIR  

  • HMO


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