Helpdesk Specialist | HLX

We have an exciting night shift, Manila-based opportunity available for a Helpdesk Specialist. Work from home or office based – you choose!  

When you join Yempo, you’ll receive the following fantastic benefits: 

• Highly competitive salary – paid weekly! 

• HMO enrollment on commencement 

• Additional HMO dependents added each year of service 

• 20 vacation days per year; 7 sick days 

• Annual performance bonus and incentives 

• Annual salary reviews and increases 

• Free cooked rice, snacks and hot drinks 

• Company polo shirts provided 

• Fantastic bright and cheerful open-plan work environment  

• Prestigious clients and highly professional and friendly co-workers 

Our Client 

In this position, you will be assigned to our client, a Managed Service Provider (MSP) that provides IT and cybersecurity services to small and medium businesses. We've been in business for 20 years and are growing. Their clients typically have 40 - 500 users and support all their IT needs. Efficiency is key; they script, automate and document, and believe that working in IT shouldn't be stressful. They pride themselves in investing in solutions that are easy to manage and provide industry-leading results to their clients. Tools they use daily - Kaseya, Freshdesk, Meraki (yes, full Meraki stack!), Addigy, Office 365, Google Workspace, SentinelOne, Huntress, and more.  

Overview 

In this role, you will be at the forefront of providing first-line support to the client’s diverse clientele. You'll tackle a variety of technical challenges, ensure smooth IT operations, and contribute to our mission of delivering outstanding client service. 

Your Responsibilities 

• Reset passwords and multi-factor authentication for Office 365, Google Workspace, and WindowsOS via AAD and AD. MacOS experience is a plus. 

• Provide technical support for commonly used applications such as Outlook, Slack, Zoom, and QuickBooks. 

• Administration for Office 365/Google Workspace to handle requests for delegate access, shared mailboxes, aliases, and distribution lists. 

• File system syncing issues with OneDrive, Dropbox, and Google Drive. 

• Network connectivity issues such as WiFi connection, slow internet speeds, network outages/no internet. 

• Email related issues with sending, receiving, spam, archiving. 

• Hardware related issues like no audio, Bluetooth devices not connecting, computer won't boot, display connection issues. 

• Printer and Scanning issues like jams, not available on the network, driver issues, incorrect scanning and printing, etc. 

• Account and Email suspicious activity. 

• Properly documenting your work in support requests and thoroughly explaining solutions provided with any system configurations to ensure consistent service quality. 

• Participate in knowledge-sharing activities and stay updated with the latest in industry trends, technologies, and best practices to enhance the service desk’s capabilities.  

Your Background 

• At least 2 years of recent technical support experience, preferably in an MSP environment. Previous customer support experience is highly valued. 

• A clear communicator with English fluency in reading, writing, and verbal communication. 

• Comfortable in dealing with clients who have urgent needs, are impatient, and difficult to reach. 

• Confident in speaking with clients in many locations around the world and supporting their technical requests. 

• Strong understanding of Windows 11 and Windows Server operating systems and applications. MacOS/iOS knowledge is a plus. 

• Experience in network administration, particularly with Ubiquiti and Meraki devices. 

• Experience with Domain Controllers, Active Directory, DHCP, DNS, Azure, Hyper-V, VMWare, and VoIP systems is a plus. 

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning. 

• Able to follow directions and adapt to a rapidly changing work environment and SOPS. 

• Strong multitasking abilities and effective time management. 

• A passion for technology and a fast learner of new products and systems. 

• A strong sense of urgency and commitment to quick and efficient client service. 

Disclaimer for Salary Ranges - Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.