Job Description Get Wired In: Join Our International Client and Elevate Your IT Game! Embark on an incredible journey without leaving the country! Thrive in the dynamic IT services industry as an IT Helpdesk Support 2. Join a team where you can make your mark internationally, delivering exceptional support while working from the comfort of your home. Fuel your passion for technology and customer service in this unparalleled opportunity. In this role, you'll respond to tech inquiries via various channels, inform customers about IT products and services, and guide them through troubleshooting processes with patience and expertise. Employment Type: Full-time Shift: Day Shift, Mon - Fri 7AM - 4PM Work Setup: Permanent WFH Charting Courses Through IT Challenges Translate technical knowledge into actionable direction Possess exceptional communication skills to present facts and recommendations effectively in oral and written form, including accurate grammar and business correspondence knowledge Define and solve practical problems and deal with a variety of concrete variables, occasionally in situations where only limited standardization exists Interpret a variety of instructions furnished in written, oral, diagram, or schedule form Perform all work exclusively based on assigned tickets and ticket prioritization Respond promptly and effectively to customer support tickets and escalate tickets as needed Develop and document best practices for Level 1 Technicians Provide help desk support and resolve problems on a variety of technical and business processes onsite and remotely Monitor and respond quickly and effectively to requests received through IT helpdesk Identify recurring problems, including root cause, for scripting opportunities to avoid/prevent in the future Analyze help desk requests to identify new training opportunities Become the Subject Matter Expert (SME) for internal applications to implement and train applications to users Document internal procedures Handle end user onboarding/offboarding Answer basic computing questions as needed as part of the helpdesk team Report issues to Level 3 software/hardware administrators for escalation Assign users and computers to proper groups in Active Directory Support users on SharePoint, OneDrive, Teams, and Microsoft 365 Apps Identify resources and user needs to improve internal and department processes Perform timely workstation hardware and software upgrades as required Ensure all issues, incidents, and metrics are captured in the Technical Support Ticketing system Complete project assignments and special projects commensurate with job expectations Perform other related duties as assigned Requirements Skills to Propel Your IT Odyssey: Excellent problem-solving, team, and time management skills Resourceful and proactive in gathering information and sharing ideas Minimum of 3 years professional experience as a technical support technician in a Managed Services or similar IT environment Experience in Server Troubleshooting: Windows Server 2012 R2 & higher Vendor Escalations for Hardware/Software Issues Event Log/Software Log in-depth analysis Knowledge of networking & firewall setup Server and Cloud Migrations Technical aspect project management and delegation/supervision to Level 1 Microsoft Azure knowledge Using HyperV Restoration of Backup and/or Disaster Recovery management and primary responsibility Maintain customer-specific Desktop/Laptop standards and requirements Maintain customer-specific Microsoft Apps predefined configuration XML Maintain customer-specific Firewall rules and requirements per customer compliance needs Manage and Troubleshoot Microsoft 365 Group Policy Management Manage and Maintain accurate, clean, organized Active Directory, DNS, DHCP Advanced network and wireless configurations and troubleshooting Soft Skills in communications and dealing with users are required Strong communications and people skills as well as both desire and ability to work in a team environment Experience working with a ticketing system & maintaining daily time entries Benefits Treasure Trove of Rewards for IT Explorers! HMO coverage Permanent WFH arrangement Competitive salary package Day shift schedule Above-market salary package Standard government and Emapta benefits 20 days annual leave (5 convertible to cash) Career growth opportunities Diverse and supportive work environment Your Gateway to IT Adventure and Innovation! Our client stands at the forefront of the IT industry, offering cutting-edge solutions tailored to businesses across various sectors. With a steadfast commitment to innovation and reliability, they empower their clientele to reach their objectives efficiently and cost-effectively. Specializing in comprehensive IT management, including hardware procurement, upgrades, and software installations, they ensure seamless operations for their customers. Moreover, they distinguish themselves as a premier provider of data security and backup solutions, safeguarding businesses against the ever-evolving threats of cyberattacks, natural disasters, and human errors. By prioritizing the protection of valuable data assets, our client reinforces trust and confidence among its diverse clientele. Joining the team means becoming part of a dynamic environment where expertise meets innovation, and where employees are integral to delivering exceptional IT solutions that drive business success. Who are we Discover a world of possibilities at Emapta , where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment. With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for . Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us. #EmaptaExperience