Support Technician Level 1

4 weeks ago

Angeles, Philippines Seidotech Solutions Corp. Full time

What You’ll Do:

● Manage backup and disaster recovery support tickets promptly and document customer

interactions.

● Serve as the first contact with customers who need technical assistance via the phone or

email.

● Perform troubleshooting using different diagnostic techniques and creative thinking.

● Troubleshoot, diagnose, and resolve hardware and software issues for cloud-based and

customer-facing systems.

● Provide quick resolution and excellent customer service.

● Redirect unresolved matters to the next level of support.

● Provide information on related IT products or services.

● Keep records of problems and their solutions.

● Follow up with customers and meet prescribed SLAs.

● Provide feedback on processes and make recommendations on areas to improve.

● Maintain technical documentation and service catalog on the installation of software,

the configuration of hardware, and problem troubleshooting.

● Perform fixes to Windows server and cloud systems.

● Perform post-resolution follow-ups with Level 2 technicians and customers as necessary.

● Assist with other customer issues and internal projects as required.

What Skills & Experience You’ll Need:

● MUST have Veeam Experience

● Experience in troubleshooting backup storage

● Hands-on experience diagnosing and resolving technical issues using creative problem-

solving skills.

● Strong attention to detail and self-motivation.

● Previous working experience as a support technician for two years in a similar role.

● Intermediate knowledge of Windows operating systems—desktop and server.

● Bachelor's degree in computer science or a high school diploma and two years of

relevant experience.

● Working experience with service desk ticketing systems, monitoring tools, and patching

tools.

● Knowledge of VMware vSphere and Microsoft Hyper-V.

● Experience working with enterprise backup platformBasic network infrastructure

knowledge (switching, routing, TCP/IP, etc.) and knowledge of Microsoft 365.s is

preferred.

● Ability to follow processes but also think outside the box.

● Excellent organizational, communication, and interpersonal skills.

● Highly customer-oriented and patient.

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