Company: Alcala Consulting, Inc.
Work Hours and Schedule: Semi-flexible, 8 AM–5 PM PDT/PST (11 PM–8 AM PHT), Fixed rest days (Sat–Sun)
Work Duration: Long-term
Work Location: Philippines (Remote)

Job Summary:

As a Technical Support Analyst at Alcala Consulting, you will play a critical role in ticket diagnostics and resolution. You will be responsible for managing the flow of client issues through a ticketing system in ensuring that tasks and issues are resolved per client requirements.

What you will do:

Technical Role:

Onboard and offboard our client’s employees
Transfer files and settings from and old laptop to a new laptop
Wipe laptops that employees will purchase
Set up new laptops and desktops for clients
Troubleshoot application issues for clients such as Microsoft Office, Adobe, Autodesk AutoCAD, Slack, Zoom, Corel Suite, Nitro PDF, etc.
Perform password resets.
Update distribution lists in Microsoft 365 and Google Workspace
Create shared mailboxes in Microsoft 365 and Google Workspace.
Install applications for clients as needed
Install printer drivers
Troubleshoot printer and or scanner issues
Troubleshoot internet connectivity issues
Provision phone extension as needed with VoIP providers
Update holiday greeting schedules in phone systems as needed.
Help users with VPN connection issues.
Help users who are having trouble connecting to terminal server or a Microsoft Azure Virtual desktop.
Allow websites through web filtering solutions
Allow applications through our application control solution
Troubleshoot backup jobs for desktop, laptops, and servers.
Troubleshoot Windows and Mac OS updates.
Document the resolution section of every ticket with proof of work, i.e. a description and screenshot of every task performed.
Develop scripts with our AI tools to automate repetitive tasks such as application installation, printer driver installation, employee onboarding and offboarding.

Internal Role:

Contribute to the development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and solutions.
Train new team members on tools usage, SOPs and policies

Security Role:

Follow security protocols to protect sensitive data and ensure compliance with company policies and regulations.

Required:

2+ years’ experience in a help desk working for a managed IT services provider.
2+ years’ experience in working with MSP tools (ITSM, PSA, RMM, etc.)
Strong attention to details and commitment to deliver accurate results.
Effective English communication skills for client facing tasks.
A computer with dual monitors
Reliable internet connection.
No moonlighting. You will work solely for us as this is a full-time position.

Preferred:

Basic to Intermediate PowerShell, Bash, and Python.
Basic experience using ChatGPT, Gemini, and Microsoft 365 Copilot

Permanent full-time work-from-home position
HMO (reimbursement for 5.845 PHP per month)
Life Insurance (reimbursement for 1,169 PHP per month)
Reimbursement for Dental 1,169 PHP and Vision 234 PHP
15 PTO credits in a year after each year of completed service (if unused, convertible to cash!)
Training and development courses (reimbursement for up to 1,754 PHP)
US Holiday Pay

Alcala Consulting, Inc. remote jobs

Technical Support Analyst

Appointment Setter