Politely greet, screen calls and route to appropriate personnel if needed Engage with questions to determine issues and create tickets for all incoming tech support requests Compile weekly ticket reminders to technical teams – weekly on Mondays (PST) Make outgoing calls to ISP Telecom Vendors to open trouble tickets, investigate outages, schedule maintenance, new orders and repairs. Engage vendors as client liaison when required for further assistance opening vendor tickets and resolve issues Make outgoing calls to schedule client remote sessions, service follow-ups, and to provide status updates on ticketing scheduling/resolution Manage support inbox: create tickets, follow up, forward billing-related items to billing department, monitor alerts for systems and networking (both internal and external) Manage ticketing queue: review tickets that are 1-10 days old daily, requesting regular updates from tech staff, offer assistance to technicians to demonstrate your interest in learning and supporting the team Support to tech team: review messages, provide team with incidents and vendor updates that affect the organization at the Monday team meeting 10AM PST Review company websites daily and confirm functionality and performance Review support and logging emails, create tickets, and assign as needed Troubleshoot Windows and MAC devices Troubleshoot printers/scanners/copiers/VoIP phones Routine maintenance and configuring new computers/telephones/printers Technology infrastructure support with direction for systems, network technology, and applications Comply with the Global IT Security Policy as it pertains to hardware, software, security/data safety, and compliance. Collaborate with vendors for equipment maintenance. Maintain confidentiality of sensitive information Use the IT Support Request system to document, prioritize, and track requests. Review Zabbix logs daily at 8am PST and 2pm PST Review Ironscales logs daily Weekly Tech Time Report – Submit Fridays (PST) All other duties as required

Manila