Service Desk Engineer

Location: Cebu , Cebu

Date Posted: 2020-08-13

Hiring Organization: KMC Solutions | XTN-3E27380

Career Category: Network /System / Database Administration

(For KMC Employees Only)

Functional Overview

Our client is one of the succesful Managed IT Service Provider in located in San Francisco and the East Bay, United States. They have a friendly and supportive work environment, with a hands-on leadership team. We are looking to add an experienced, professional, and personable IT Support/Help Desk Engineer to our growing team. This is a fantastic career opportunity for a proactive, highly motivated individual who wants to utilize his or her current tech skills and expand their knowledge.

Duties and Responsibilities

  • At least 8 to 10 years of remote/help desk experience, ideally in a managed IT service environment
  • Experience supporting end users (ideally for 10 yrs with US end users)
  • Experience with ConnectWise ticketing system and/or IT Glue are a major plus
  • Ability to easily troubleshoot and resolve PC and Mac-related hardware, software, operating system, email,
  • printing, and network issues
  • Administer Active Directory (user accounts and security groups)
  • Strong familiarity with Mac OS
  • Strong familiarity with Windows 10
  • Experience with Microsoft Office 365 and Outlook Web Access (OWA)
  • Knowledge of GSuite administration
  • Ability to learn/administer apps such as Okta, OneLogin, LastPass, Citrix VDI, SolidWorks, Meraki, Zoom, Ring
  • Central, JumpCloud, Slack, QuickBooks, Box, DropBox, MFA
  • New Mac/PC setup and general configurations
  • iPhone/Android setup, configuration, and sync-issue resolution
  • Virus/malware removal and prevention
  • Familiarity with an IT service ticketing system and creating IT documentation
  • Excellent verbal and written communication skills
  • The ability to work independently as well as with our team
  • Reliable, on-time, personable, and customer-focused
  • The ability to multi-task and work across a range of IT issues with various timelines and priorities
  • Poise and patience during phone-based tech support and potential onsite visits
  • Solid writing skills to document work completed and create/maintain IT documentation for clients
  • Comfortable working with a variety of clients, other techs, and HW/SW vendors
  • Energetic, able to switch gears quickly from job-to-job / task-to-task
  • Desire to learn; independently and on the job

Minimum Qualification

  • The ideal candidate will have solid tech skills, with the ability to quickly and efficiently triage issues.
  • New computer and end-user setups
  • Troubleshooting PC and Mac issues via remote login or occasional onsite visits
  • Updating client IT documentation and tickets
  • Contacting vendors on behalf of clients
  • Reinstalling Windows/Mac OS and performing system upgrades
  • Resolving malware and virus issues on Macs and PCs
  • Active directory administration
  • Office 365 exchange administration
  • Google Suite administration
  • Windows troubleshooting
  • Mac troubleshooting
  • VPN troubleshooting
  • Cisco Meraki experience
  • Office apps troubleshooting (primarily Outlook)
  • General server troubleshooting
  • General networking troubleshooting
  • Account and computer setups

(For KMC Employees Only)