Outsourced Desktop Support
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Position Title: Outsourced Desktop Support

Job Location: Clark Freeport Zone, Pampanga

Why we’re awesome?

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”. What does this mean? 

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors. 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary

Job Responsibilities:

  1. Installs, upgrades, service tickets and everything in between. their team works to successfully deliver any IT project. Agents will be providing personalized interactions to technical support customers (at all levels), phone and email. 2 hour SLA. Lower level support tickets - low hanging fruit. Password reset, provisions, de-provisioning, printer issues, tier 1 troubleshooting steps a support/it engineer would do. Main industries are construction and accounting. Will involve remote access troubleshooting.
  2. The Ninjas will focus on two main types of tickets.
  3. Break/fix tickets - reinstalling and patching software trouble
  4. Administrative tickets - New account creation, software installation, may be scheduled calls
  5. The agent in this role needs to be enthusiastic about tech and problem solving. Outside of solving tickets, the agents will be involved in process improvement.

Qualifications:

  1. Very good spoken English
  2. Great personality and talkative (extrovert)
  3. Loves IT and Technology. A bit of a tech geek is welcomed as they tend to be passionate
  4. Eager to help mentality
  5. Heavy attention to detail
  6. Good writing skills and does not see documentation as a chore
  7. Solid understanding of Microsoft Desktop Operating Systems (windows 7-10)
  8. Experience with Microsoft Office with heavy emphasis on Outlook configuration with Microsoft Exchange Servers Printing and Scanning experience with ability to troubleshoot issues
  9. Understanding of what the Cloud is and is not
  10. Basic networking such as DHCP, DNS, ping, tracert, nslookup, speed testing, and latency
  11. Basic understanding of virtualization
  12. Experience with Cloud storage systems such as drop box, ShareFile, Google Drive
  13. Experience with virtual desktop management, Experience with setting up connectivity to Remote Access tools such Terminal Services, RDS, Citrix

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.