IT Support Specialist
2 weeks ago
We're obsessed with growth. From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.
The IT Support Specialist role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.
What does a day in the life of an IT Support Specialist look like?- Maintains full ownership of tickets through its lifecycle and Incident Management process.
- Ensuring all elements of the process, including Major Incident Management are implemented and operationally managed.
- Maintains various Policy and Procedure documents.
- Provides first call resolution or triage for all calls.
- Provides reports to an agreed schedule (or on request), including management summary, KPIs and detailed performance reports.
- Ensures accurate logging incidents, service requests, access requests and changes.
- Ensures that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage.
- Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution are made.
- Utilizes the KB and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested.
- Completes initial diagnosis and progress all issues in a timely fashion to meet customer SLAs, resolving the incidents wherever possible.
- Escalates tickets to the appropriate Specialists if required.
- Forward tickets/requests to 3rd party suppliers where necessary and manage the progress of these through to closure.
- Monitors Risks, Issues, Action Logs and Dependencies. Manages service desk mailbox.
- Manages analyst performance on a monthly basis with focus on adherence to SLA achievement, customer focus, proactive problem solving and incident avoidance, expected telephony occupancy.
- Schedules engineers to conduct incident activity.
- Works with engineers to resolve incidents.
- Supports room based video conferencing.
- Reviews call logs and trends.
- Any other tasks or projects assigned by the IT Management
- Provide occasional out of hours support.
- Degree in IT or any IT related discipline.
- Good understanding of ITIL in principle particularly in the Service Operation space, covering Service Desk , Incident Management, Problem Management and Knowledge Management.
- Understands and has a strong appreciation for the 'frontline' role service desk operations have on shaping the overall relationship between IT and the business.
- Passionate about customer service and ability to handle challenging customer conversations.
- Ability to prioritize under pressure.
- Good knowledge of server operating systems with particular focus on Windows Server 2008 / 2012 Active Directory.
- Good knowledge of desktop operating systems (Windows) and associated hardware and software necessary to install and support users from an operational perspective.
- Knowledge of Google productivity suite (Docs, Sheets, Google Drive)Knowledgeable on Mac operating system (Troubleshooting and Maintenance)
- Knowledge of mainstream mobile device platforms (IOS, Android, Windows Phone).Technical: Microsoft Windows Server. Active Directory (Administration).
- Knowledge End-User Devices (Desktop / Laptop / Mobile Phone / Desk Phones)
- Understanding of Networking technologies and concepts. Use of System's monitoring tools
- Good knowledge of Voice Telephony is an advantage
- Knowledge on IT ticketing systems.
- ITIL certifications
- Cisco certifications
- Any other certifications
Ninja Perks and Benefits
*Full time employees
●Competitive compensation
●Adherence to government-mandated benefits
●Retirement Savings Program with Company Matching
●Life Insurance
●HMO on day 1
●Paid time off, birthday leave
●Bonus and incentive plans
●Opportunities for skills training and personal and professional development
●Employee Referral Program
●Beautiful office space
●Free lunch provided daily
●Shuttle Service available
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow Are you ready?
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
#J-18808-Ljbffr
-
Account Specialist
2 weeks ago
San Fernando, Central Luzon, Philippines Teemwork Full timeAbout the job Account Specialist (Pampanga)JOB SUMMARY:Account Specialist is responsible for handling direct serviced outlets of the Company in the area assigned in order to meet the monthlysales volume objectives, carry out the standard of merchandising, coordinate to execute trade marketing programs and ensure timelycollection of account receivablesJOB...
-
Senior Specialist, WFM Planning
2 weeks ago
San Fernando, Central Luzon, Philippines TeleTech Holdings, Inc. Full timeJob Description - Senior Specialist, WFM Planning (03WPB) Senior Specialist, WFM Planning Be the spark that brightens days and ignite your career with TTEC's award-winning employment experience. As a Senior Specialist - Workforce Management – Planning working remotely in Lipa, Batangas, you'll be a part of bringing humanity to business. #experienceTTEC...
-
Administrative Specialist
2 weeks ago
San Fernando, Central Luzon, Philippines Strata Staff Full timeAbout us:Strata is an exciting BPO Company with existing team members currently based in Australia and Angeles City, Philippines. Take your career to the next level by joining our growing familyAbout the Role:As an Administrative Specialist, you are responsible in supporting property managers in maintaining the database, prepares correspondence, and...
-
Insurance Specialist
2 weeks ago
San Fernando, Central Luzon, Philippines Cyzerg India Full timeAbout the CompanyCyzerg is a technology company specialized in the research, development, implementation, and management of technology solutions for the warehousing industry. With over 148+ active customers across North, Central and South America, Cyzerg has developed industry expertise and capabilities to increase business efficiency and competitiveness...
-
Production Specialist TI Clark 2024
2 weeks ago
San Fernando, Central Luzon, Philippines Texas Instruments Full timeWe can't predict what the future holds, but we know TI will have a part in shaping it.Production Specialists process wafers of different technologies and support the manufacturing operations at either a wafer fab or assembly test site.Assembly test sites:Production Specialists perform specific AT semiconductor manufacturing functions in the production of...
-
Talent Acquisitions Specialist
2 weeks ago
San Fernando, Central Luzon, Philippines MCI Full timeLOCATIONPampanga, PHJOB TYPEFull-TimePOSITION OVERVIEWJob Title: Talent Acquisitions Specialist Job Type: Full-time, PermanentLocation: Onsite, Pampanga Philippines MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus...
-
Inventory Specialist
2 weeks ago
San Fernando, Central Luzon, Philippines Cloudstaff Philippines Inc. Full timeJR-13596: Inventory Specialist | Work From Office (WFO) | Angeles Cloudstaff is a leading provider of smarter outsourcing solutions, with its cutting-edge technology, exceptional people practices, superb employee engagement, and unparalleled work-life balance. We have been recognized and awarded twice as one of the Best Companies to Work for in Asia....
-
Inventory Specialist
3 weeks ago
San Fernando, Central Luzon, Philippines Cloudstaff Philippines Inc. Full timeJR-13596: Inventory Specialist | Work From Office (WFO) | Angeles Cloudstaff is a leading provider of smarter outsourcing solutions, with its cutting-edge technology, exceptional people practices, superb employee engagement, and unparalleled work-life balance. We have been recognized and awarded twice as one of the Best Companies to Work for in Asia....
-
Medical Billing and Collections Specialist
2 weeks ago
San Fernando, Central Luzon, Philippines Cloudstaff Philippines Inc. Full timeJR-13666: Medical Billing and Collections Specialist (WFO - Angeles City) Cloudstaff is a leading provider of smarter outsourcing solutions, with its cutting-edge technology, exceptional people practices, superb employee engagement, and unparalleled work-life balance. We have been recognized and awarded twice as one of the Best Companies to Work for in Asia....
-
Medical Billing and Collections Specialist
2 weeks ago
San Fernando, Central Luzon, Philippines Cloudstaff Philippines Inc. Full timeJR-13666: Medical Billing and Collections Specialist (WFO - Angeles City) Cloudstaff is a leading provider of smarter outsourcing solutions, with its cutting-edge technology, exceptional people practices, superb employee engagement, and unparalleled work-life balance. We have been recognized and awarded twice as one of the Best Companies to Work for in Asia....
-
Teleperformance Clark
2 weeks ago
San Fernando, Central Luzon, Philippines Majorel Full timeTeleperformance Clark | Quality (Sales) Coach - Digital App Store Account Thursday, March 21, 2024 We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we...
-
Materials Control Specialist
2 weeks ago
San Fernando, Central Luzon, Philippines Halliburton Energy Services Full timeSelect how often (in days) to receive an alert: We are looking for the right people — people who want to innovate, achieve, grow and lead. We attract and retain the best talent by investing in our employees and empowering them to develop themselves and their careers. Experience the challenges, rewards and opportunity of working for one of the world's...
-
IMT Coordinator
2 weeks ago
San Fernando, Central Luzon, Philippines United Parcel Service Of America Full timeExplore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself...
-
Research and Development Specialist
2 weeks ago
San Fernando, Central Luzon, Philippines INVICTUS FOOD PRODUCT CORPORATION Full timeAbout usInvictus Food Products Corporation is a manufacturing company under food processing located in San Fernando, Pampanga. Our company produces different kinds/ variants of Mayonnaise, Catsup, Hot Sauce, Sweet Chili, Tomato Sauce, Peanut Butter, etc. In IFPC, we prioritize creating a culture that not only attracts top talent but also supports and...
-
Research and Development Specialist
2 weeks ago
San Fernando, Central Luzon, Philippines INVICTUS FOOD PRODUCT CORPORATION Full timeAbout usInvictus Food Products Corporation is a manufacturing company under food processing located in San Fernando, Pampanga. Our company produces different kinds/ variants of Mayonnaise, Catsup, Hot Sauce, Sweet Chili, Tomato Sauce, Peanut Butter, etc. In IFPC, we prioritize creating a culture that not only attracts top talent but also supports and...
-
Clark | Forecasting
2 weeks ago
San Fernando, Central Luzon, Philippines Majorel Full timeClark | Forecasting & Planning Analyst - WFMWe design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique...
-
Clark | Workforce Scheduling Analyst
2 weeks ago
San Fernando, Central Luzon, Philippines Majorel Full timeMonday, February 5, 2024 We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in...
-
Training Manager
4 days ago
San Fernando, Central Luzon, Philippines Asurion Full timePosition Title: Training ManagerLocation: Clark Freeport, Mabalacat, PampangaWork Arrangement: 100% On-site, nightshift The Training Manager, Learning & Development is responsible for the new-hire training experience, continuous learning, and supervisory skills training. The incumbent will also lead a small team through cross-functional projects responsible...
-
Junior Accountant
2 weeks ago
San Fernando, Central Luzon, Philippines Cyzerg India Full timeAbout the CompanyCyzerg is a technology company specialized in the research, development, implementation, and management of technology solutions for the warehousing industry. With over 148+ active customers across North, Central, and South America, Cyzerg has developed industry expertise and capabilities to increase business efficiency and competitiveness...
-
Payroll Supervisor
2 weeks ago
San Fernando, Central Luzon, Philippines SupportNinja Full timeWe're obsessed with growth. From enabling companies to flourish, to helping careers bloom.SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo....
