Technical Support Analyst
- Company: Alcala Consulting, Inc.
- Work Hours and Schedule: Semi-flexible, 8 AM–5 PM PDT/PST (11 PM–8 AM PHT), Fixed rest days (Sat–Sun)
- Work Duration: Long-term
- Work Location: Philippines (Remote)
Job Summary:
As a Technical Support Analyst at Alcala Consulting, you will play a critical role in ticket diagnostics and resolution. You will be responsible for managing the flow of client issues through a ticketing system in ensuring that tasks and issues are resolved per client requirements.
What you will do:
- Technical Role:
- Onboard and offboard our client’s employees
- Transfer files and settings from and old laptop to a new laptop
- Wipe laptops that employees will purchase
- Set up new laptops and desktops for clients
- Troubleshoot application issues for clients such as Microsoft Office, Adobe, Autodesk AutoCAD, Slack, Zoom, Corel Suite, Nitro PDF, etc.
- Perform password resets.
- Update distribution lists in Microsoft 365 and Google Workspace
- Create shared mailboxes in Microsoft 365 and Google Workspace.
- Install applications for clients as needed
- Install printer drivers
- Troubleshoot printer and or scanner issues
- Troubleshoot internet connectivity issues
- Provision phone extension as needed with VoIP providers
- Update holiday greeting schedules in phone systems as needed.
- Help users with VPN connection issues.
- Help users who are having trouble connecting to terminal server or a Microsoft Azure Virtual desktop.
- Allow websites through web filtering solutions
- Allow applications through our application control solution
- Troubleshoot backup jobs for desktop, laptops, and servers.
- Troubleshoot Windows and Mac OS updates.
- Document the resolution section of every ticket with proof of work, i.e. a description and screenshot of every task performed.
- Develop scripts with our AI tools to automate repetitive tasks such as application installation, printer driver installation, employee onboarding and offboarding.
- Internal Role:
- Contribute to the development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and solutions.
- Train new team members on tools usage, SOPs and policies
- Security Role:
- Follow security protocols to protect sensitive data and ensure compliance with company policies and regulations.
Requirements
- Required:
- 2+ years’ experience in a help desk working for a managed IT services provider.
- 2+ years’ experience in working with MSP tools (ITSM, PSA, RMM, etc.)
- Strong attention to details and commitment to deliver accurate results.
- Effective English communication skills for client facing tasks.
- A computer with dual monitors
- Reliable internet connection.
- No moonlighting. You will work solely for us as this is a full-time position.
- Preferred:
- Basic to Intermediate PowerShell, Bash, and Python.
- Basic experience using ChatGPT, Gemini, and Microsoft 365 Copilot
Benefits
- Permanent full-time work-from-home position
- HMO (reimbursement for 5.845 PHP per month)
- Life Insurance (reimbursement for 1,169 PHP per month)
- Reimbursement for Dental 1,169 PHP and Vision 234 PHP
- 15 PTO credits in a year after each year of completed service (if unused, convertible to cash!)
- Training and development courses (reimbursement for up to 1,754 PHP)
- US Holiday Pay