Support Services Technician ; Tier 1- Philippines

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.

• 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 Connect Wise
• 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
  You also thrive in a metric-driven environment, where performance is measured, tracked, and improved over time.

• 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

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.

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