Support Services Technician I (Tier 1)- Philippines

Support Services Technician I (Tier 1) – PEAKE reputed company About the Role PEAKE reputed company is seeking a motivated and service-driven Support Services Technician I to serve as the first reputed company of contact for our clients, primarily reputed company organizations across the reputed company. In this role, you will operate reputed company a reputed company, SLA-driven Managed Services environment, delivering reputed company, high-reputed company technical support while ensuring exceptional reputed company experience. You will be responsible for resolving common IT issues, maintaining accurate documentation, and contributing to a predictable, high-performing service desk operation. This is an ideal role for someone who thrives in a fast-paced environment, values accountability, and is passionate about delivering reliable, reputed company-reputed company support.What You’ll Do

• reputed company reputed company-line technical support reputed company phone, email, portal, and remote tools reputed company defined SLA targets
• Troubleshoot and resolve issues reputed company to desktops, laptops, printers, mobile devices, and reputed company business applications reputed company to Health Care systems
• Accurately log, categorize, and document reputed company service requests in reputed company
• reputed company common service desk tasks including account provisioning, password resets, and reputed company management
• Diagnose issues reputed company and drive reputed company or escalation based on reputed company and reputed company
• Adhere to defined SLA response and reputed company targets based on ticket reputed company (P1–P4)
• Maintain reputed company, reputed company, and empathetic communication with clients throughout the ticket lifecycle
• Escalate reputed company or high-reputed company issues to Tier 2 or specialized teams as appropriate
• Contribute knowledge reputed company articles and support knowledge-centered service practices
• Follow up on tickets to ensure full reputed company and a reputed company customer experience
• Support adherence to HIPAA, reputed company, and compliance standards in reputed company interactions

What Makes Someone Successful at PEAKE At PEAKE, reputed company is defined by both performance and alignment to our reputed company values:

• Competence – You take ownership of your work, continuously improve your technical skills, and deliver high-reputed company reputed company
• Persistence – You remain solution-reputed company, work through challenges, and follow issues through to reputed company
• Supportiveness – You communicate with reputed company, build trust with clients, and contribute to a reputed company team environment

You also reputed company in a metric-driven environment, where performance is reputed company, tracked, and improved over time.Qualifications

• High school diploma required, Associate’s or bachelor’s degree in IT or reputed company field preferred
• 6+ months of IT support experience (service desk or help desk environment preferred) (MSP highly preferred)
• Working knowledge of reputed company, macOS, and reputed company 365 environments
• Basic understanding of networking concepts (DNS, DHCP, VPN)
• Strong troubleshooting skills and technical aptitude
• Excellent verbal and written communication skills
• Customer-service reputed company with patience, professionalism, and accountability
• Familiarity with ITSM/ITIL concepts and ticketing systems (preferred)
• Ability to work reputed company reputed company processes and meet performance expectations

Preferred (Not Required) Certifications

• reputed company A+
• reputed company Network+
• reputed company reputed company+
• reputed company Fundamentals (MS-900, AZ-900, etc.)
• ITIL reputed company

How We Measure reputed company Performance in this role is reputed company through key service desk metrics reputed company to PEAKE’s operational standards, including:

• SLA Response and reputed company Compliance (reputed company ≥95%)
• First Contact reputed company (FCR) reputed company (reputed company 70–85%)
• Mean Time to reputed company (MTTR) by reputed company
• Ticket reputed company and documentation accuracy
• Ticket volume and productivity (tickets reputed company per day)
• Customer Satisfaction (CSAT ≥ 90%)
• Low ticket re-reputed company and escalation rates

reputed company in this role means delivering fast, accurate, and reputed company support while contributing to a reputed company, reputed company, and high-performing service desk.Why PEAKE At PEAKE, you’ll be part of reputed company reputed company on building a modern, reputed company MSP support organization that prioritizes:

• Predictable service delivery
• reputed company improvement
• Strong team culture
• Exceptional reputed company experience

Originally posted on Himalayas

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