Support Services Technician I (Tier 1)- Philippines

May 2, 2026

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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.<div align="center" style="text-align:center;margin-bottom:11px;"><hr align="center" size="2" width="100%"></div>What You’ll Do<ul style="margin-bottom:11px;"><li style="margin-bottom:11px;">Provide front-line technical support via phone, email, portal, and remote tools within defined SLA targets </li><li style="margin-bottom:11px;">Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and core business applications related to Health Care systems</li><li style="margin-bottom:11px;">Accurately log, categorize, and document all service requests in ConnectWise </li><li style="margin-bottom:11px;">Perform common service desk tasks including account provisioning, password resets, and access management </li><li style="margin-bottom:11px;">Diagnose issues efficiently and drive resolution or escalation based on priority and impact </li><li style="margin-bottom:11px;">Adhere to defined SLA response and resolution targets based on ticket priority (P1–P4) </li><li style="margin-bottom:11px;">Maintain clear, professional, and empathetic communication with clients throughout the ticket lifecycle </li><li style="margin-bottom:11px;">Escalate complex or high-impact issues to Tier 2 or specialized teams as appropriate </li><li style="margin-bottom:11px;">Contribute knowledge base articles and support knowledge-centered service practices </li><li style="margin-bottom:11px;">Follow up on tickets to ensure full resolution and a positive customer experience </li><li style="margin-bottom:11px;">Support adherence to HIPAA, security, and compliance standards in all interactions </li></ul><div align="center" style="text-align:center;margin-bottom:11px;"><hr align="center" size="2" width="100%"></div>What Makes Someone Successful at PEAKE At PEAKE, success is defined by both performance and alignment to our core values:<ul style="margin-bottom:11px;"><li style="margin-bottom:11px;">Competence – You take ownership of your work, continuously improve your technical skills, and deliver high-quality outcomes </li><li style="margin-bottom:11px;">Persistence – You remain solution-focused, work through challenges, and follow issues through to resolution </li><li style="margin-bottom:11px;">Supportiveness – You communicate with empathy, build trust with clients, and contribute to a collaborative team environment </li></ul>You also thrive in a metric-driven environment, where performance is measured, tracked, and improved over time.<div align="center" style="text-align:center;margin-bottom:11px;"><hr align="center" size="2" width="100%"></div>Qualifications<ul style="margin-bottom:11px;"><li style="margin-bottom:11px;">High school diploma required, Associate’s or bachelor’s degree in IT or related field preferred </li><li style="margin-bottom:11px;">6+ months of IT support experience (service desk or help desk environment preferred) (MSP highly preferred)</li><li style="margin-bottom:11px;">Working knowledge of Windows, macOS, and Microsoft 365 environments </li><li style="margin-bottom:11px;">Basic understanding of networking concepts (DNS, DHCP, VPN) </li><li style="margin-bottom:11px;">Strong troubleshooting skills and technical aptitude </li><li style="margin-bottom:11px;">Excellent verbal and written communication skills </li><li style="margin-bottom:11px;">Customer-service mindset with patience, professionalism, and accountability </li><li style="margin-bottom:11px;">Familiarity with ITSM/ITIL concepts and ticketing systems (preferred) </li><li style="margin-bottom:11px;">Ability to work within structured processes and meet performance expectations </li></ul>Preferred (Not Required) Certifications<ul style="margin-bottom:11px;"><li style="margin-bottom:11px;">CompTIA A+ </li><li style="margin-bottom:11px;">CompTIA Network+ </li><li style="margin-bottom:11px;">CompTIA Security+ </li><li style="margin-bottom:11px;">Microsoft Fundamentals (MS-900, AZ-900, etc.) </li><li style="margin-bottom:11px;">ITIL Foundation </li></ul><div align="center" style="text-align:center;margin-bottom:11px;"><hr align="center" size="2" width="100%"></div>How We Measure Success Performance in this role is measured through key service desk metrics aligned to PEAKE’s operational standards, including:<ul style="margin-bottom:11px;"><li style="margin-bottom:11px;">SLA Response and Resolution Compliance (target ≥95%) </li><li style="margin-bottom:11px;">First Contact Resolution (FCR) rate (target 70–85%) </li><li style="margin-bottom:11px;">Mean Time to Resolution (MTTR) by priority </li><li style="margin-bottom:11px;">Ticket quality and documentation accuracy </li><li style="margin-bottom:11px;">Ticket volume and productivity (tickets closed per day) </li><li style="margin-bottom:11px;">Customer Satisfaction (CSAT ≥ 90%) </li><li style="margin-bottom:11px;">Low ticket re-opened and escalation rates </li></ul>Success in this role means delivering fast, accurate, and professional support while contributing to a stable, scalable, and high-performing service desk.<div align="center" style="text-align:center;margin-bottom:11px;"><hr align="center" size="2" width="100%"></div>Why PEAKE At PEAKE, you’ll be part of a team focused on building a modern, scalable MSP support organization that prioritizes:<ul style="margin-bottom:11px;"><li style="margin-bottom:11px;">Predictable service delivery </li><li style="margin-bottom:11px;">Continuous improvement </li><li style="margin-bottom:11px;">Strong team culture </li><li style="margin-bottom:11px;">Exceptional client experience </li></ul>

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