Service Desk Coordinator/Technician

Do you have excellent customer service skills and level 1-2 IT technical skills? Are you fluent in English? Do you love technology? Do you enjoy being part of a friendly and supportive team? If so, this might be the right opportunity for you.

Digicom Technology Solutions (DTS), headquartered in the USA, is looking for an IT service desk coordinator to work remotely from their home office and support our USA based clients. We are an IT managed services (MSP) business that specializes in a high-quality, customer focused approach to designing, managing, and maintaining computer networks for organizations throughout the USA and have been in business since 2008. We provide an enjoyable & supportive atmosphere with opportunities for growth and development. We promote respect, kindness, equity, diversity, and creativity in the workplace. Besides a desirable work environment, we offer healthy lifestyle incentives, generous PTO, performance bonuses, and more.

Working hours will be during USA business hours.

Our provisional application window for this position is two weeks from job posting date. Provided we do not need to extend this window, we plan on making our final hiring decision 3-4 weeks after posting date.

Learn more about us at our company website: https://www.dtsit.com
Visit our Indeed employer profile: https://indeedhi.re/2UcrTv5
Check out our Google reviews: http://bit.ly/3U2zKaw

Essential Skills / Experience:

• Fluent in English and able to carry on conversations in English with ease.
• Excellent communication and interpersonal skills.
• Excellent customer service skills.
• Strong organizational skills and attention to detail.
• 4+ years experience in IT Service Desk or other customer-facing technical support roles.
• Broad knowledge of Microsoft Windows Desktop OS & MS Office Suites.

Core Job Functions:

• Prioritize and dispatch incoming technical support and other tickets.
• Communicate regularly and effectively with clients with open ticket statuses.
• Scheduling remote and onsite support.
• Ensure service requests are being addressed in a timely manner in accordance with our service level agreements.
• Provide level 1 remote support to our clients.
• Assume responsibility for on time and efficient service.
• Maintain detailed records/documentation of components and technical support requests using our PSA software. (we use ConnectWise).
• Develop and maintain knowledge of customer's specific business environment.

Required Role Proficiencies:

• Enterprising and ambitious.
• Accuracy and attention to detail.
• Ability to multitask and work in a fast-paced environment.
• Excellent time management skills.
• Passion for teamwork.
• Proven ability to work with little or no supervision.
• Well developed organizational skills.
• Reliable and punctual.
• Able to type at least 50 words per minute.
• Interest in a long term commitment.
• Secure and quiet work area with ability to carry out a phone conversation with little or no background noise.
• Internet connection capability of at least 20 Mbit download.
• Reliable power (must have a whole house UPS if unreliable)
• Able to pass a background check.

Extra Points For:

• Experience with dispatching or service coordination.
• Experience working with USA based company and clients.
• Experience in an MSP environment.
• An interest in health/nutrition and/or self-development.

Compensation & Benefits:

• ₱35,000 - ₱40,000 per month or more depending on skills and experience.
• 30 days paid time off per year.
• Quarterly performance bonus plan.
• Medical allowance (₱6,000/month) that can be used for medical insurance, dental care, or other self-care options of your choice.
• Gym membership reimbursement (up to ₱2,000/month)
• Health food reimbursement (up to ₱8,000/month) on purchases of fresh or frozen whole fruits, vegetables, raw nuts, raw seeds, dried beans, lentils and brown rice from your local farmer's market or grocery.

DTS is a managed IT services (MSP) business that specializes in a high-quality, customer focused approach to designing, managing and maintaining computer networks for organizations throughout the United States. We have invested a tremendous amount of time to develop our technology, processes and support platform. Now we need outstanding individuals to join our team and help us continue to grow!

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