Technical Support / IT Service Desk Agent at Arcanys

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Full Time

Start Date

Immediate

Expiry Date

20 May, 26

Salary

0.0

Posted On

19 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITIL Foundation Certificate, SLA, OLA, UC, IT Service Desk, Helpdesk, Technical Support, Incident Management, Ticketing Systems, Logging, Categorizing, Prioritizing, Tracking Incidents, Initial Technical Diagnosis, Service Request Management, English Communication

Industry

Outsourcing and Offshoring Consulting

Description

About Arcanys Arcanys launched in 2010 to help entrepreneurs and innovators from Australia, Europe, and other parts of the globe accelerate their software development with dedicated remote engineers from the Philippines. Why work with us? There’s a unique spirit to Arcanys—manifested in our amazing talents, passion for technology, and a strong focus on everyone’s career and personal development. As a company rooted in people, we make a point to offer exciting work opportunities and foster a culture where everyone can meaningfully contribute to. Join us as a: Technical Support / IT Service Desk Agent Qualifications: · Holder of ITIL Foundation Certificate. · Knowledge of relevant SLA, OLA and UC. · Proven experience in an IT Service Desk / Helpdesk / Technical Support role. · Strong knowledge of incident management and ticketing systems. · Experience in logging, categorizing, prioritizing, and tracking incidents based on impact and urgency. · Ability to perform initial technical diagnosis · Expertise with ITIL processes, particularly Incident Management and Service Request Management. · Very good verbal and written English communication skills. · Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience). Key Responsibilities: · Screen IT user inquiries regardless of media (phone, email, chat). · Give updates on issues to IT users. · Request update on tickets at suppliers (external & internal). · Reopen tickets when needed. · Identify and log issues in a structured way. · Categorize and document issues on multiple levels. · Prioritize issues by determining impact and urgency. · Perform initial diagnosis. · Close issues resolved by the IT Service Desk Agent at first contact. · Assign Incidents to the next level of support. · Hand over ‘Priority 1 – Critical’ Incidents to the IT Incident Manager. · Review and verify all resolved Incidents. · Directly contact IT users for verification The Perks: We like to make sure the talent is well taken care of, and here are just some of the benefits you will enjoy: Top compensation based on expertise – we are only looking for top talent and pay accordingly. Long-term work from home + allowances - we let you work from the comfort of your home + with amazing allowances, you get to enjoy! Reimbursable allowance of up to 15K for your home office setup Standard 5-day work week from Monday to Friday. Flexible working schedule. You can choose your working hours (within reason). Flat management style and open-door policy - no micromanagement and your voice is being heard! Work with the latest technologies - you can hone your skills and work with Australian and European clients + a chance to earn more through our self-training program. Enrolment in HMO for a maximum of 3 immediate dependents on your 1st day. Incentive-based wellness program. Toastmasters, English Classes, and other learning opportunities. Free consultations with Arcanys registered nutritionist-dietitians.

Responsibilities

The agent will screen user inquiries via phone, email, or chat, provide updates, and manage the lifecycle of IT issues by logging, categorizing, prioritizing, and performing initial diagnosis. Key tasks include resolving issues at first contact, assigning incidents to the next support level, handling critical incidents, and verifying all resolved incidents with users.