Technical Support Analyst

• Company: Alcala Consulting, Inc.
• Work Hours and Schedule: Semi-flexible, 8 AM–5 PM PDT/PST (11 PM–8 AM PHT), Fixed rest days (Sat–Sun)
• Work Duration: Long-term
• Work Location: Philippines (Remote)

Job Summary:

As a Technical Support Analyst at Alcala Consulting, you will play a critical role in ticket diagnostics and resolution. You will be responsible for managing the flow of client issues through a ticketing system in ensuring that tasks and issues are resolved per client requirements.

What you will do:

• Technical Role:
• Onboard and offboard our client’s employees
• Transfer files and settings from and old laptop to a new laptop
• Wipe laptops that employees will purchase
• Set up new laptops and desktops for clients
• Troubleshoot application issues for clients such as Microsoft Office, Adobe, Autodesk AutoCAD, Slack, Zoom, Corel Suite, Nitro PDF, etc.
• Perform password resets.
• Update distribution lists in Microsoft 365 and Google Workspace
• Create shared mailboxes in Microsoft 365 and Google Workspace.
• Install applications for clients as needed
• Install printer drivers
• Troubleshoot printer and or scanner issues
• Troubleshoot internet connectivity issues
• Provision phone extension as needed with VoIP providers
• Update holiday greeting schedules in phone systems as needed.
• Help users with VPN connection issues.
• Help users who are having trouble connecting to terminal server or a Microsoft Azure Virtual desktop.
• Allow websites through web filtering solutions
• Allow applications through our application control solution
• Troubleshoot backup jobs for desktop, laptops, and servers.
• Troubleshoot Windows and Mac OS updates.
• Document the resolution section of every ticket with proof of work, i.e. a description and screenshot of every task performed.
• Develop scripts with our AI tools to automate repetitive tasks such as application installation, printer driver installation, employee onboarding and offboarding.

• Internal Role:
• Contribute to the development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and solutions.
• Train new team members on tools usage, SOPs and policies

• Security Role:
• Follow security protocols to protect sensitive data and ensure compliance with company policies and regulations.

• Required:
• 2+ years’ experience in a help desk working for a managed IT services provider.
• 2+ years’ experience in working with MSP tools (ITSM, PSA, RMM, etc.)
• Strong attention to details and commitment to deliver accurate results.
• Effective English communication skills for client facing tasks.
• A computer with dual monitors
• Reliable internet connection.
• No moonlighting. You will work solely for us as this is a full-time position.
• Preferred:
• Basic to Intermediate PowerShell, Bash, and Python.
• Basic experience using ChatGPT, Gemini, and Microsoft 365 Copilot

• Permanent full-time work-from-home position
• HMO (reimbursement for 5.845 PHP per month)
• Life Insurance (reimbursement for 1,169 PHP per month)
• Reimbursement for Dental 1,169 PHP and Vision 234 PHP
• 15 PTO credits in a year after each year of completed service (if unused, convertible to cash!)
• Training and development courses (reimbursement for up to 1,754 PHP)
• US Holiday Pay