About the job
Job Summary
Join the RemoteVA PH team as a Junior Helpdesk Technician, where you will be the first line of IT support for our valued clients. In this role, you will be the initial point of contact for incoming helpdesk requests, ensuring that client issues are promptly resolved or escalated with clear and friendly communication. If you are passionate about problem-solving, dedicated to client service, and thrive in a remote IT support environment, we encourage you to apply!
Responsibilities
Customer Service & Support
- Act as the primary contact for client support through phone, email, or ticketing system.
- Troubleshoot basic IT issues remotely while ensuring a positive client experience.
- Maintain consistent communication with clients regarding the status of their requests.
Ticket Management
- Create, manage, and update service tickets using our internal system.
- Document completed work and ensure ticket details are current.
- Split multi-issue tickets and prevent ticket stagnation.
Monitoring Tools
- Review RMM dashboards and perform necessary remedial actions.
- 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 when necessary.
- Report risks, updates, or client outages promptly.
- Submit required timesheets and reports as needed.
Team Collaboration
- Adhere to SOPs and scheduled tasks diligently.
- Follow security protocols vigilantly.
- Actively contribute to team improvements and innovations.
