[Hiring] IT Support Analyst @Texaport

Role Description

Only individuals living in the Philippines, please.

Texaport is a UK-based MSP serving businesses globally. The company has been trading for over 12 years and is headquartered in Edinburgh, United Kingdom. It is expanding its offering globally and is looking to provide 24/7 cover to its clients. With a growing client base in the APAC region, it is now time to secure local Technicians to support this user base.

Requirements

• Respond to requests for technical assistance via ticket
• Diagnose and resolve technical hardware and software issues
• Research questions using available information and resources
• Take ownership of users’ queries, follow up on the status on behalf of the user, and communicate promptly
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Maintain a high level of Customer Service for all customer queries
• Redirect problems to the appropriate resource
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests, and document resolutions
• Create and update documentation for FAQs, knowledge base, user guides, how-to guides, workarounds, etc., to aid customers and IT staff
• Publish support documentation to assist staff with requests and information

Qualifications

• The ideal candidate will be able to explain technical concepts in a clear and understandable manner to non-technical individuals.
• Possess patience and empathy when assisting end-users facing IT difficulties.
• Advanced English proficiency required.
• 2 years of previous experience in a technical support role.
• Exhibit a customer-centric approach to support, showcasing a commitment to prioritising the needs of customers.
• Demonstrate exceptional client interaction skills, both verbally and in written communication.
• Apply a logical and systematic approach to troubleshooting technical issues.
• Have the ability to prioritise tasks and manage time efficiently.
• Display excellent time management skills, including awareness of time constraints, priorities, and deadlines.
• Demonstrate the capacity to research and rapidly learn new technologies and solutions even under pressure.
• Act as a strong team player, actively contributing knowledge and expertise to foster collaboration.

Experience

• Having worked in a similar role within an IT managed service provider would make you stand out, but previous MSP experience is not a prerequisite, and we're open to new talent from any IT background!
• Exposure to the following technologies, but not limited to, would be advantageous:
• Windows Server
• Windows Desktop
• Microsoft Azure
• Microsoft Office 365
• Active Directory & Entra
• DNS, DHCP, Group Policy
• Networking, switches, subnets, LAN, WAN, DNS

Location

Our organisation is located in Edinburgh, UK, and we require the successful candidate to work remotely from the Philippines.

Job Type

Full-time, Permanent, Fully remote.