Full Time Technical Support Analyst
Pacific TSP seek a full time Technical Support Analyst for their Baguio City office
www.PacificTSP.com
Overview:
Helpdesk role for a fast-moving MSP in the US
Roles & Responsibilities:
Serve as the first point of contact for client-reported issues, professional, courteous, and efficient.
Triage, document, and resolve service requests using ConnectWise Manage in line with SLAs.
Achieve and maintain an FCR (First Contact Resolution) rate of 80% or higher.
Diagnose and resolve technical issues involving:
Network connectivity/access
Desktop and laptop hardware
Software applications and cloud platforms
Peripheral devices (printers, scanners, etc.)
Deliver clear, timely, and customer-focused communication throughout the ticket lifecycle.
Accurately document all actions, resolution steps, and details following company standards.
Triage, document, and resolve service requests using ConnectWise Manage in line with SLAs.
Achieve and maintain an FCR (First Contact Resolution) rate of 80% or higher.
Diagnose and resolve technical issues involving:
Network connectivity/access
Desktop and laptop hardware
Software applications and cloud platforms
Peripheral devices (printers, scanners, etc.)
Deliver clear, timely, and customer-focused communication throughout the ticket lifecycle.
Accurately document all actions, resolution steps, and details following company standards.
Skills Required:
Candidate Profile
Excellent verbal and written English communication
Strong interpersonal skills with a customer-centric mindset
Detail-oriented and process-driven
Minimum of 2 years' experience in IT support
Experience with Active Directory and Office 365 (1+ year each preferred)
Reliable, punctual, and a collaborative team player
Technical Must-Haves
Windows 10/11
Windows Server 2012–2019 - 1-2 years experience.
Active Directory & Entra ID (Azure AD)
Office 365 (Exchange, SharePoint)
Group Policy
Basic LAN/WAN network troubleshooting.
Network printer setup and deployment
General hardware and software troubleshooting
Excellent verbal and written English communication
Strong interpersonal skills with a customer-centric mindset
Detail-oriented and process-driven
Minimum of 2 years' experience in IT support
Experience with Active Directory and Office 365 (1+ year each preferred)
Reliable, punctual, and a collaborative team player
Technical Must-Haves
Windows 10/11
Windows Server 2012–2019 - 1-2 years experience.
Active Directory & Entra ID (Azure AD)
Office 365 (Exchange, SharePoint)
Group Policy
Basic LAN/WAN network troubleshooting.
Network printer setup and deployment
General hardware and software troubleshooting
Salary & Benefits:
₱40,000 – ₱60,000 base
Other Benefits:
HMO
PTO (10+5)
Food Allowance
5 Day Work Week
US based company
Excellent pay
A small team, so you get to know everybody!
Friendly clients, we don't work with bad ones!
PTO (10+5)
Food Allowance
5 Day Work Week
US based company
Excellent pay
A small team, so you get to know everybody!
Friendly clients, we don't work with bad ones!
How to Apply:
Jobstreet: https://ph.jobstreet.com/job/87772917