Support Services Technician I (Tier 1)- Philippines
PEAKE Technology Partners, LLC · Philippines · posted today ago
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About this role
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
At PEAKE, success is defined by both performance and alignment to our core values:
Performance in this role is measured through key service desk metrics aligned to PEAKE’s operational standards, including:
At PEAKE, you’ll be part of a team focused on building a modern, scalable MSP support organization that prioritizes:
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
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
- 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
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft Fundamentals (MS-900, AZ-900, etc.)
- ITIL Foundation
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
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
