Technical Support Specialist/IT Helpdesk

2 months ago

Taguig, Philippines Information Professionals Inc Full time
- Triage customer-created issues and resolve or escalate to equipment vendor as necessary
-Monitor all equipment uptime and performance, and escalate to the appropriate vendor as necessary
-Communicate via zoom call with customers or field technicians
-Follow-up with equipment manufacturers, network service providers, and internal support team on outstanding tickets and issues
-Collaborate with team members through daily stand-up meetings and other communication tools
Requirements:-Associate's or Bachelor's Degree preferred
-Availability to work on after-hours rotation, including nights and weekends with advanced notice
-Knowledge and understanding of Ethernet network access, configurations, IP based routing concepts, and providing Virtual Private Network details to carriers and data centers
-Experience working with wireless carriers, managing data lines, provisioning and deactivating accounts
-Hands-on systems development & programming experience (Linux, MySQL, Bash)
-Strong understanding of databases and develop schedule reporting for weekly metrics
-Preferably with past Help Desk Experience (CSR/TSR).
-With a conducive home/remote working environment (fast and secure internet connection, low noise/minimal disruption for taking calls, etc.)
-Good in both verbal and written English communication skills.
-Soft Skills Needed: Customer Service, Quality Focus, Flexibility, Attention to Detail.
-Minimum 2 years experience working with Business Users and Developers to provide processes to issues that further enhance the application and provide the business user with an improved product

What you`ll get:
- You`ll be working with teams based in Manila and in the US, all passionate about providing service excellence. Aside from awesome teammates, here are some perks you`ll get:
-monthly internet allowance
-performance incentives
-remote work privilege
-the coolest workplace ever (snacks, foosball, Ping-Pong, beer-o-clock, and many more)
-game nights
-internal learning and training programs
-regular team building activities, both virtual and in-person
-HMO coverage for you and your dependent

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