Junior / Level 1 (IT) Helpdesk Technician
📌 Job Summary
RemoteVA PH is hiring a Junior / Level 1 Helpdesk Technician to provide the first line of IT support to our clients. You will be the initial point of contact for incoming helpdesk requests and will ensure client issues are quickly addressed or escalated with clear, friendly communication. If you enjoy problem-solving, have a passion for client service, and thrive in a remote IT support environment — we want to hear from you!
🛠 Responsibilities
Customer Service & Support
-Serve as the first point of contact for client support via phone, email, or ticketing system
-Troubleshoot basic IT issues remotely and deliver a helpful, client-friendly experience
-Communicate consistently with clients regarding the status of their requests
Ticket Management
-Create, manage, and update service tickets using our internal system
-Document work completed and ensure ticket details are up to date
-Split multi-issue tickets and prevent ticket stagnation
Monitoring Tools
-Review RMM dashboards and perform remedial actions per processes
-Conduct regular system checks as scheduled
Project Support
-Occasionally assist the Projects Team with remote implementations and rollouts
Communication & Reporting
-Escalate complex tickets to senior technicians
-Report risks, updates, or client outages promptly
-Submit required timesheets and reports
Team Collaboration
-Follow SOPs and scheduled tasks
-Ensure security protocols are followed vigilantly
-Actively contribute to team improvements and innovations
🔧 Skills & Qualifications
Required:
-Strong communication and listening skills
-Solid understanding of operating systems, networks, and common business applications
-Problem-solving mindset with a client-first attitude
-Fast and accurate typing while on calls
-Strong IT literacy at an advanced user level
Preferred:
-Familiarity with ticketing systems and RMM tools (Autotask, DattoRMM a plus)
-Experience supporting Microsoft 365 and Google Workspace
-IT certifications (MCP, MCSA, ITIL, etc.)
-Prior Helpdesk or MSP experience
Schedule: 9:00 AM – 5:00 PM EST | 9:00 PM – 5:00 AM PH Time
Salary: USD 700–1000/month
Location: Work from Home
📩 To Apply:
Send your CV and portfolio to [email protected] with the subject: Junior Helpdesk Technician Application.
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