IT Help Desk Support

ABOUT US:

CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

This is a staff augmentation role. You will be directly employed by CEF Philippines Solutions Inc. and assigned to a client engagement to support the client's business operations. You will work closely with the client's team as part of your assignment; however, CEF Philippines Solutions Inc. will remain your employer and will be responsible for your payroll, benefits, and other employment-related matters.

Company website: www.CEF.inc

JOB DESCRIPTION:

The role is responsible for delivering timely and effective technical assistance by diagnosing, troubleshooting, and resolving common IT issues while ensuring a positive end-user support experience. Responsibilities include, but are not limited to:

• Responding to IT support tickets and user inquiries.
• Troubleshooting basic hardware, software, system access, network, and connectivity issues.
• Assisting users with password resets, account access, email, VPN, printers, and other common IT issues.
• Providing clear instructions and updates to end users.
• Accurately documenting the issue, troubleshooting steps, and resolution in the ticketing system.
• Escalating issues that cannot be resolved at the Level 1 support level to the appropriate IT support group.

QUALIFICATIONS:

• Minimum of 1–2 years of experience in an IT Help Desk, Service Desk, or Technical Support role, with hands-on experience troubleshooting and resolving end-user technical issues.
• Strong sense of responsibility, accountability, and commitment to delivering high-quality support in a timely and professional manner.
• Stable employment history reflecting a commitment to long-term career growth and professional development.
• Excellent verbal and written English communication skills, with the ability to effectively interact with both technical and non-technical end users.
• Strong organizational, time management, and ticket management skills, with the ability to prioritize and manage multiple support requests efficiently.
• Proven Level 1 IT troubleshooting skills, including the ability to diagnose and resolve common hardware, software, network, and system access issues.
• Ability to work independently with minimal supervision while maintaining a high level of professionalism, initiative, and sound judgment.
• Flexibility to work the assigned shift schedule and consistently meet operational and business support requirements.
• Strong interpersonal and collaboration skills, with the ability to integrate effectively into the client's team and contribute to a positive, customer-focused work environment.

CERTIFICATIONS:

• CompTIA A+, ITIL® 4 Foundation, Microsoft Fundamentals (MS-900 or AZ-900), or equivalent certifications are preferred.
  
  

Work Arrangement: Remote (work-from-home) role requiring availability to work one of the following assigned shifts to support business operations:

• 3:00 AM – 11:00 AM Eastern Time (ET)
• 10:00 AM – 6:00 PM Eastern Time (ET)