Helpdesk Specialist

We have several exciting, Manila-based opportunities available for Helpdesk Specialist. Work from home or office-based – you choose!

Interested candidates must be open and comfortable to work the following shifts:

Shift 1
Friday: 6 pm – 4 am EST (10 hours)
Saturday: 6 pm – 4 am EST (10 hours)
Sunday: 6 pm – 4 am EST (10 hours)
Monday: 6 pm – 4 am EST (10 hours)

Shift 2
Saturday: 4 am – 2 pm EST (10-hours)
Sunday: 4 am – 2 pm EST (10-hours)
Monday: 4 am – 2 pm EST (10-hours)
Tuesday: 4 am – 2 pm EST (10-hours)

Shift 3
Saturday: 2 pm – 12 am EST (10-hours)
Sunday: 2 pm – 12 am EST (10-hours)
Monday: 2 pm – 12 am EST (10-hours)
Tuesday: 2 pm – 12 am EST (10-hours)

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

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement
• Additional HMO dependents are added each year of service
• 20 vacation days per year; 7 sick days
• Annual performance bonuses and incentives
• Annual salary reviews and increases
• Free cooked rice, snacks and hot drinks
• Company polo shirts are 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. They’ve been in business for 20 years and are growing. Our clients typically have 40 – 500 users and support all their IT needs. Efficiency is critical; they script, automate, and document and believe 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 will tackle various 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 include Wi-Fi, slow internet speeds, and network outages/lack of internet.
• Email-related issues with sending, receiving, spam, and archiving.
• Hardware-related issues include no audio, Bluetooth devices not connecting, a computer that will not boot, and display connection issues.
• Printer and Scanning issues, such as jams, not being available on the network, driver issues, incorrect scanning and printing, etc.
• Account and Email suspicious activity.
• Properly document your work in support requests and thoroughly explain 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 two 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 dealing with clients with urgent needs, impatient, and difficult to reach.
• Confident in speaking with clients in many locations worldwide 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, focusing 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.