Brain Bubble LLC

Role Description The Service Desk Specialist role provides Tier 1 support to clients, addressing and resolving desktop hardware, software, and peripheral issues while maintaining recurring onsite commitments to designated client(s). As a key part of the support team, this role works directly with clients to ensure efficient and effective problem resolution. The Service Desk Specialist collaborates closely with the Service Desk Team Lead and other team members supporting tactical and operational needs specific to each client environment. This position is essential for maintaining high levels of client satisfaction by delivering effective solutions, clear communication, and setting reasonable expectations. Responsibilities and Duties - Provide direct, Tier 1 support to clients, addressing and resolving desktop, application, and peripheral issues in a timely manner. - Build and maintain strong client relationships, ensuring a thorough understanding of each client's environment and requirements. - Manage client IT systems in line with service level agreements (SLAs) and standard operating procedures (SOPs). - Update and maintain customer documentation to support consistent, high-quality service. - Track and update support tickets in real-time within Network Coverage's ticketing system. - Maintain a daily 80% billable rate while managing onsite tickets and providing remote assistance as required. - Perform additional tasks and responsibilities as directed by the Service Desk Team Lead or Service Desk Manager to meet NetCov's operational objectives. - Maintain clear and professional communication with clients, setting expectations and providing updates on ticket progress. - Identify opportunities to enhance service efficiency, implement best practices and process improvements where possible. - Respond to customer inquiries and complaints promptly and professionally, addressing issues whenever feasible. - Stay informed on industry advancements and continuously enhance technical skills to improve support quality. Qualifications - Foundational understanding of IT infrastructures, including client/server models, Windows and Mac OS, network protocols, virtualization, and endpoint security. - Proficiency with Microsoft client operating systems, Active Directory, DNS, DHCP, Exchange/Office 365, and core desktop applications. - Familiarity with LAN/WAN connectivity, firewalls, and wireless network solutions. Soft Skills - Experience with troubleshooting tools and techniques for endpoint and peripheral devices. - Strong organizational skills with the ability to prioritize tasks effectively in line with client needs and SLAs. - Excellent verbal and written communication abilities for effectively explaining technical issues to non-technical stakeholders. - Active listening skills to fully understand and address client issues. - High attention to detail for accurate documentation and record-keeping. Certifications (Optional) - Associate's Degree in Information Technology, Computer Science, Network Administration, or a related field (or equivalent work experience). - 1-3 years of relevant IT support experience, particularly in roles involving client interaction and hands-on troubleshooting. - Industry certifications (e.g., CompTIA A+, Network+, Security+, Microsoft MCP, Cisco CCNA) are desirable. Good to Have - Experience with the US IT industry or US client support. Benefits - 13th Month Pay - Competitive Salary (USD Based) - Permanent WFH - Professional Growth and Training - Supportive Work Environment

Role Description As the Billing Analyst, you will oversee the end-to-end invoicing process to ensure accurate and timely invoicing, payment collection, and application. You will collaborate cross-functionally to provide an exceptional client experience for our customers and internal stakeholders. Strong communication skills and meticulous attention to detail are desirable and essential for successfully managing multi-departmental tasks in a fast-paced environment. Responsibilities and Duties - Ensure that invoices accurately reflect contract terms and conditions agreed to by the organization and comply with governmental rules and regulations. - Investigate and resolve billing discrepancies and errors. - Recommend improvements to the invoicing process. - Monitor customer accounts for timely payments and provide reports to management on overdue accounts. - Run reports for management and conduct research to aid in the investigation of invoicing discrepancies and errors. - Respond to customer inquiries regarding invoices. - Collaborate with key business partners to move forward key initiatives and improvements. - Special projects as assigned. Qualifications - Bachelor's Degree in a related area or equivalent combination of education and experience. - 2+ years of experience in invoicing, accounting, or related fields. - ConnectWise experience a plus. - Intermediate to Proficient Excel skills required. - Microsoft Office experience required. Soft Skills - Strong verbal and written communication and interpersonal skills required. - Demonstrated ability to prioritize work and manage multiple projects concurrently. - Ability to work independently. - Ability to interpret contract terms and conditions and identify challenges as it relates to invoicing. Good to Have - Experience with collections and US client support. Benefits - 13th Month Pay - Competitive Salary (USD Based) - Permanent WFH - Professional Growth and Training - Supportive Work Environment

Employment: Remote Contractor Company Base: US Hours of Work: GY, 40hrs/week Location: PH - Permanent WFH Workstation: Equipment Provided Benefits: - 13th Month Pay - Competitive Salary (USD Based) - Permanent WFH - Professional Growth and Training - Supportive Work Environment GENERAL DESCRIPTION: Filters Help Desk calls and provide exceptional customer service, basic support and troubleshooting. RESPONSIBILITIES AND DUTIES: - Live Chat Support - Answers support tickets - Field incoming help requests from end users via both telephone, email and work orders in a courteous manner. - Provide remote support to end-users - Follow all company policies and best practices such as accurate time tracking. - Perform related duties consistent with the scope and intent of the position. - Perform post-resolution follow-ups to help requests. SPECIFIC SKILLS: - Microsoft Office 365 Administration - Microsoft Active Directory Administration - Microsoft Windows 7 and Windows 10 troubleshooting - Apple iOS setup, navigation, configuration, troubleshooting. - Google Android setup, navigation, configuration, troubleshooting. SOFT SKILLS: - Able to articulate clearly in English in both written and verbal communication. - A technical, logical thought process - Problem-solving skills - An ability to stick to strict deadlines - An ability to prioritize and delegate - A keen eye for detail Certifications (Optional): - Microsoft Office 365 - Microsoft Active Directory Good to have: Experience with the US IT industry or US client support

Employment: Remote Contractor Company Base: US Hours of Work: GY, 40hrs/week Location: PH - Permanent WFH Workstation: Equipment Provided Benefits: - Competitive Salary (USD Based) - Permanent WFH - Professional Growth and Training - Supportive Work Environment GENERAL DESCRIPTION Service Desk Coordinators play a critical role in providing excellent customer service and helping coordinate incoming support tickets, monitoring service level agreements (SLAs) and tech dispatches. The Service Desk Coordinator is passionate about building relationships, problem solving, and working across teams within NetCov to provide an exceptional experience for our client. RESPONSIBILITIES AND DUTIES - Manage incoming support requests via phone, email, and ticketing system. - Prioritize and assign tickets to appropriate technicians based on skillset and urgency. - Monitor ticket resolution times and ensure adherence to SLAs. - Track and report on key performance indicators (KPIs) related to help desk performance. - Help the Service Desk Manager by assisting with tech workload assignments to make sure they have a balanced ticket count across the team. - Participate in daily and weekly recurring team huddles, raising up any trends / concerns / roadblocks. - Coordinate field tech dispatches, validating onsite times and hardware needed. - Cover across as a backup resource for Team Leads and other management rolls when required. - Ensure that all customer inquiries and complaints are addressed promptly and professionally. - Build and maintain positive relationships with end-users. - Ensure NetCov has updated customer documentation needed to provide best-in-class support. - Works closely with the Team Leads, Service Desk Coordinators and Manager to stay ahead of client trends and team metrics. - Helps oversee the effective resolution of incidents and problems, ensuring timely escalation and follow-up. - Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations. - Participate in the Client Service Desk queue by answering calls within designated windows and providing support as needed. - Leverage dashboarding tools to track daily and weekly metrics. Highlight and escalate challenges related to identified critical support KPIs to dedicated Team Lead and Service Desk Manager. SPECIFIC SKILLS - Technical knowledge of current IT infrastructures including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems and security - Proficiency with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office365, printing and Microsoft Office - Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless. SOFT SKILLS - Excellent verbal and written communication abilities - Active listening skills to fully understand client issues and concerns - High attention to detail to ensure accurate record-keeping ADDITIONAL COMMENTS Role Logistics - This is a full-time position - Days and hours of work will include 5 days with 9 hour shifts. The assigned scheduled shift will be agreed upon between Sec Ops Manager and InfoSec Analyst. Preferred to have the following experience: - Associates Degree in Information Technology, Computer Science, Network Administration or related business field is highly desirable. - 3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, - IT Specialist or similar position. - Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable. - A people person who is an effective communicator - Shows an interest in learning new materials and staying abreast of latest technical information; quickly learns new information. -

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Information Security Analyst plays a vital role in reactively securing our client networks. The role is perfect for someone who enjoys working in a fast-paced environment, has the ability to multitask and prioritize, and has strong written and verbal communication skills. The right candidate will triage incoming alerts and take the appropriate remediation steps to ensure our clients can remain productive while being secured. - Triage incoming alerts, prioritizing by impact and urgency. - Ensure appropriate client facing and internal communications. - Follow established guidelines to detect, respond to and limit the effects of an information security event. - Escalate the company's response efforts based on the severity of the incident. Qualifications - 2-4 years of experience working in an Information Security capacity. - No College Education Required. - CompTIA Security+ or similar. - ISC2 SSCP (Substitute for Security+). - Experience working with US clients or companies. Requirements - Security tools such as EDR, MDR, SIEM. - Windows desktop and server operating systems. - Microsoft 365 and Azure Active Directory. - Familiarity with Email threat protection tools and concepts. Soft Skills - Excellent organizational skills to manage multiple tasks and alerts simultaneously. - Outstanding communication skills, both verbal and written, with the ability to manage client communications and team interactions proficiently. - Ability to work collaboratively within a team environment, including cross functional teams. - Ability to make informed and timely decisions in high-pressure situations, such as during a security incident. - Ability to adapt to new security challenges, technologies, and industry trends. Benefits - Competitive Salary (USD Based). - Permanent WFH. - Professional Growth and Training. - Supportive Work Environment. Additional Comments - This is a full-time position. - Days and hours of work will include 5 days with 9 hour shifts. The assigned scheduled shift will be agreed upon between Sec Ops Manager and InfoSec Analyst. - Due to the nature of the work, you may be required to fulfill on-call, incident response duties as part of a night and weekend rotation. Additional work hours may also be required during incident remediation events.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Service Desk Engineer role is instrumental in delivering premium IT managed services to our clients. Your expertise in technical, analytical and leadership skills will be crucial in ensuring the stability, security and optimal performance of clients IT infrastructures. This role works closely with a team of IT professionals to manage, maintain and improve complex IT systems, offering advanced troubleshooting support to clients and technical direction to supporting team members. - Timely and effective resolution of client issues and service requests - Act as a primary technical resource for the team, ensuring service needs are met - Develop and maintain strong relationships with both clients and team members - Manage client IT systems and adhere to service level agreements - Execute on root-cause analysis as needed - Perform additional tasks and responsibilities as assigned by your manager - Monitor and optimize client systems for efficient performance, reliability and security - Produce and update technical documentation for client systems and team training - Collaborate with engineers and support teams to identify client trends - Remain updated on emerging technologies and industry trends - Identify innovative solutions to enhance service delivery - Recognize opportunities to enhance process efficiency, business security and implement best practices Qualifications - 5-7 years of relevant IT experience as either a Systems Analyst, Systems Administrator, IT Specialist or similar position - Bachelor's degree or Associates degree in Information Technology, Computer Science, Network Administration or related business field - Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable Requirements - Advanced Technical knowledge of current IT infrastructures including servers, networks, virtualization, cloud systems and security - Proficiency with Microsoft server and client operating systems, Active Directory, DNS, DHCP, VDI technologies and Exchange/Office 365 - Experience with LAN/WAN connectivity designs, firewalls, switching and wireless - Management of cloud systems including AWS, Azure and Office 365 - Experience with various troubleshooting tools and techniques Benefits - 13th Month Pay - Competitive Salary (USD Based) - Permanent WFH - Professional Growth and Training - Supportive Work Environment