Job Details

Job Posting

RemoteVA PH is hiring a Junior / Level 1 Helpdesk Technician to provide the first line of IT support to our clients. You will be the initial point of contact for incoming helpdesk requests and will ensure client issues are quickly addressed or escalated with clear, friendly communication. If you enjoy problem-solving, have a passion for client service, and thrive in a remote IT support environment we want to hear from you!

Responsibilities

Customer Service & Support

• Serve as the first point of contact for client support via phone, email, or ticketing system
• Troubleshoot basic IT issues remotely and deliver a helpful, client-friendly experience
• Communicate consistently with clients regarding the status of their requests

Ticket Management

• Create, manage, and update service tickets using our internal system
• Document work completed and ensure ticket details are up to date
• Split multi-issue tickets and prevent ticket stagnation

Monitoring Tools

• Review RMM dashboards and perform remedial actions per processes
• Conduct regular system checks as scheduled

Project Support

• Occasionally assist the Projects Team with remote implementations and rollouts

Communication & Reporting

• Escalate complex tickets to senior technicians
• Report risks, updates, or client outages promptly
• Submit required timesheets and reports

Team Collaboration

• Follow SOPs and scheduled tasks
• Ensure security protocols are followed vigilantly
• Actively contribute to team improvements and innovations