- Remote, Philippines
- Remote
- 2–3 years
Provide first-contact remote technical support for network, server, and end-user systems.
Responsibilities
- Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process.
- Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting all actions in Thrive’s tools.
- Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology.
- Ask clarifying questions to fully understand client concerns and escalate issues to engineers when required due to time, complexity, or skill level.
- Manage the daily prioritization, coding, and routing of service incidents and requests.
Requirements
- Nice to have: CompTIA A+
- Nice to have: CompTIA Network+
- Nice to have: Microsoft 365 Fundamentals (MS-900)
- Nice to have: ITIL Foundation (v4)