Support Services Technician I (Tier 1)- Philippines
支持服务技术员 I （级1）PEAKE 科技合作伙伴关于角色 PEAKE 技术合作伙伴正在寻找一个有动机和服务驱动的支持服务技术人员 I,以作为我们的客户，主要是美国各地卫生组织的第一点接触。在这个职位中，你将在结构化，SLA 驱动管理服务环境内运作，同时提供及时，高质量的技术支持，同时确保卓越的客户体验。你将负责解决常见 IT 问题，保持准确的文档，并为可预测的，高性能的服务桌面操作做出贡献。这是一个理想的角色，适合在快速发展环境中壮成长的人，重视责任感，并热衷于提供可靠，客户端支持。你会做什么 · 在定义的 SLA 目标内通过电话，电子邮件，门户和远程工具提供前线技术支持 ·解决和解决与桌面机，笔记本电脑，打印机，移动设备以及医疗保健系统相关的主要业务应用程序有关的问题 · 准确记录，分类和记录所有服务请求在 ConnectWise ·执行包括帐户配置，密码重新设置和访问管理等共同服务台任务 · 根据优先事项和影响有效地诊断问题，并推动解决或升级的解决方案 · 按照门票优先事项 (P1P4) 确定 SLA 响应和解决目标遵守 · 在整个门票使用周期内保持清晰，专业和同情沟通与客户 · 根据需要向二等级或专门团队扩大复杂或高影响的问题 · 贡献知识基础文章并支持以知识为中心的服务实践 · 关注门票确保全面的解决方案和积极的客户体验 · 支持所有互动中遵循 HIPAA,安全性和合规标准 在 PEAKE,成功是通过表现和与我们的核心价值观的一致定义：·能力 你对你的工作负责，不断提高你的技术技能，并提供高质量的结果 ·坚持性 你保持解决方案的焦点，克服挑战，并遵循问题到达解决办法 ·支持力 你以同情心态沟通，建立信任与客户，并为合作团队环境做出贡献 你也在一个指标驱动的环境中繁荣，其中绩效被测量
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Support Services Technician I (Tier 1) – PEAKE Technology Partners
About the Role
PEAKE Technology Partners is seeking a motivated and service-driven Support Services Technician I to serve as the first point of contact for our clients, primarily healthcare organizations across the United States.
In this role, you will operate within a structured, SLA-driven Managed Services environment, delivering timely, high-quality technical support while ensuring exceptional client experience. You will be responsible for resolving common IT issues, maintaining accurate documentation, and contributing to a predictable, high-performing service desk operation.
This is an ideal role for someone who thrives in a fast-paced environment, values accountability, and is passionate about delivering reliable, client-focused support.What You’ll Do
· Provide front-line technical support via phone, email, portal, and remote tools within defined SLA targets
- Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and core business applications related to Health Care systems
- Accurately log, categorize, and document all service requests in ConnectWise
- Perform common service desk tasks including account provisioning, password resets, and access management
- Diagnose issues efficiently and drive resolution or escalation based on priority and impact
- Adhere to defined SLA response and resolution targets based on ticket priority (P1–P4)
- Maintain clear, professional, and empathetic communication with clients throughout the ticket lifecycle
- Escalate complex or high-impact issues to Tier 2 or specialized teams as appropriate
- Contribute knowledge base articles and support knowledge-centered service practices
- Follow up on tickets to ensure full resolution and a positive customer experience
- Support adherence to HIPAA, security, and compliance standards in all interactions
What Makes Someone Successful at PEAKE
At PEAKE, success is defined by both performance and alignment to our core values:
· Competence – You take ownership of your work, continuously improve your technical skills, and deliver high-quality outcomes
- Persistence – You remain solution-focused, work through challenges, and follow issues through to resolution
- Supportiveness – You communicate with empathy, build trust with clients, and contribute to a collaborative team environment
You also thrive in a metric-driven environment, where performance is measured, tracked, and improved over time.Qualifications
· High school diploma required, Associate’s or bachelor’s degree in IT or related field preferred
- 6+ months of IT support experience (service desk or help desk environment preferred) (MSP highly preferred)
- Working knowledge of Windows, macOS, and Microsoft 365 environments
- Basic understanding of networking concepts (DNS, DHCP, VPN)
- Strong troubleshooting skills and technical aptitude
- Excellent verbal and written communication skills
- Customer-service mindset with patience, professionalism, and accountability
- Familiarity with ITSM/ITIL concepts and ticketing systems (preferred)
- Ability to work within structured processes and meet performance expectations
Preferred (Not Required) Certifications
· CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft Fundamentals (MS-900, AZ-900, etc.)
- ITIL Foundation
How We Measure Success
Performance in this role is measured through key service desk metrics aligned to PEAKE’s operational standards, including:
· SLA Response and Resolution Compliance (target ≥95%)
- First Contact Resolution (FCR) rate (target 70–85%)
- Mean Time to Resolution (MTTR) by priority
- Ticket quality and documentation accuracy
- Ticket volume and productivity (tickets closed per day)
- Customer Satisfaction (CSAT ≥ 90%)
- Low ticket re-opened and escalation rates
Success in this role means delivering fast, accurate, and professional support while contributing to a stable, scalable, and high-performing service desk.Why PEAKE
At PEAKE, you’ll be part of a team focused on building a modern, scalable MSP support organization that prioritizes:
· Predictable service delivery
- Continuous improvement
- Strong team culture
- Exceptional client experience
Originally posted on Himalayas