Helpdesk Technician II

About the role

Provide professional end-user support via telephone, email, or web submissions. Perform restorative or maintenance actions to resolve end-user problems. Respond to end-user issues based on standard procedures. Track incidents and calls, including timely and accurate data entry into the database.

• Act as a Ticket Dispatcher, distributing tickets in the queue and monitoring aging tickets.
• Process P1/P2 tickets—issues that require immediate assistance.

Requirements

• Bachelor's degree or vocational training in IT-related courses is a plus.
• Minimum of completed two (2) years in college or a finished Diploma/Certificate course.
• At least 2 years of Technical Support experience.
• Excellent oral and written English communication skills.
• Strong customer service skills.
• Must consistently meet or exceed required performance criteria.
• Able and willing to make several calls a day when necessary.
• Familiarity and good working knowledge of PC hardware and software troubleshooting.
• Prior Software Application support (e.g., Outlook) experience is a plus.
• Prior BPO experience in Technical Support is a plus.
• Familiarity with ticketing systems is a strong advantage.
• Shift flexibility and strict schedule adherence are required.