Troubleshoot and resolve hardware, software, network, Citrix, and VPN issues across multiple channels (calls/chat/tickets), ensuring clear communication and strong customer experience
Job Summary
Troubleshoot and resolve hardware, software, network, Citrix, and VPN issues across multiple channels (calls/chat/tickets), ensuring clear communication and strong customer experience.
Perform user access and identity support activities (e.g., Active Directory-related tasks) and follow defined processes for request fulfillment and incident management.
Provide a dependable support presence within a 24/7 shifting schedule, supporting business continuity for US-based clients.
Matching Summary
Troubleshoot and resolve hardware, software, network, Citrix, and VPN issues across multiple channels (calls/chat/tickets), ensuring clear communication and strong customer experience.
Skills & Requirements
Must-have
Troubleshoot hardware, software, network
User access and identity support
Active Directory, ServiceNow, Citrix, VPN
24/7 shifting schedule
Hybrid work model
Nice-to-have
Customer-focused technical assistance
ITSM/ITIL-aligned practices
Knowledge management contribution
Collaborative team environment
Key Requirements
3+ years of relevant experience
Cebu-based candidates required
Willingness to work hybrid (at least 2x/week onsite)