Position:
Remote (Preferably Philippines) Location/Time:
Remote Work/Full-Time Start Date:
ASAP
Nationality:
Any
No. of Positions: 1
Windows Management Experts (WME) is looking for a Microsoft Help Desk Tier 1-2 role for one of our valued partners.
Windows Management Experts, Inc. (WME) is a nationally recognized IT consulting firm and trusted Microsoft Cloud Solution Provider (CSP). This means we help businesses by reselling and managing Microsoft 365 licenses and Azure subscriptions, ensuring they get the most value from their cloud investments. We specialize in designing and implementing cutting-edge Microsoft-based IT solutions that empower organizations to achieve their goals. As a Microsoft Solution Partner, we hold designations in Data & AI, Digital & App Innovation, Infrastructure, and Modern Work—demonstrating our deep expertise and commitment to delivering innovative, tailored solutions across the Microsoft ecosystem.
Position Overview:
As a Help Desk Tier 1-2 Support Technician, you will provide first-line support to the users. You will work to diagnose and resolve technical issues related to Windows-based systems, licensing, and network infrastructure. This role requires strong troubleshooting skills, an understanding of IT systems, and experience with ticketing systems like Jira and other platforms to ensure timely and effective issue resolution. The position is full-time and remote, with a preference for candidates based in the Philippines.
The successful candidate MUST BE HUNGRY FOR GROWTH and will be a self-motivated individual, who can work effectively in dynamic conditions and within deadlines. That said, the preferred candidate should expect to work 40 hours per week and should be flexible enough to work part-time hours as well.
Skills/Qualifications Required:
Technical Skills:
- Proficiency in Windows operating systems, Microsoft Office Suite, and common IT troubleshooting tools.
- Basic understanding of Active Directory, DNS, DHCP, and network troubleshooting.
- Familiarity with Microsoft licensing models and activation processes (e.g., Volume Licensing, Office 365, Windows Server licensing).
Experience:
- 1-2 years of experience in a help desk or IT support role.
- Hands-on experience with Jira and other ticketing platforms (e.g., ServiceNow, Zendesk, Freshdesk) for issue tracking and management.
Soft Skills:
- Excellent communication skills for interacting with both technical and non-technical clients.
- A customer-first attitude and a dedication to providing high-quality service and resolutions.
- Ability to multitask and prioritize issues in a fast-paced environment.
Responsibilities:
Client Support:
- Provide Tier 1-2 support, addressing issues related to Windows operating systems, Microsoft Office Suite, and network infrastructure.
- Respond to help desk tickets in Jira and other ticketing platforms, ensuring all requests are tracked, prioritized, and resolved in a timely manner.
System Troubleshooting:
- Diagnose and resolve issues with Windows-based systems, Active Directory, Office 365, and other Microsoft technologies.
- Troubleshoot hardware and software problems, providing quick resolutions to minimize disruption to client operations.
Licensing Management:
- Assist with Microsoft licensing queries and activation issues, including ensuring compliance with Volume Licensing, Office 365, and Windows Server licenses.
- Provide guidance to clients to ensure all systems are properly licensed and operating within Microsoft’s licensing terms.
Documentation & Knowledge Management:
- Create and update tickets in Jira and other ticketing systems with accurate records of issues, troubleshooting steps, and resolutions.
- Contribute to a growing knowledge base by documenting common issues and solutions, ensuring future problems are handled more efficiently.
Escalation & Collaboration:
- Collaborate with senior technical support staff (Tier 3) for complex issues and escalate tickets within Jira and other platforms as needed.
- Assist in transitioning legacy client systems to modern IT infrastructure and technologies.
Internal Support & Training:
- Provide technical support to internal teams and ensure they have the knowledge and tools to support legacy systems.
- Offer training to internal users and clients as necessary, ensuring effective use of Microsoft tools and licensed products.
Core Values:
- Integrity (Doing What’s Right)
- Inclusion (Encouraging Diversity)
- Teamwork (Working Together)
- Excellence (Being Your Best)
- Accountability (Taking Personal Responsibility)
Disclaimer:
All qualified applicants will receive due consideration for employment without any regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
