IT Technical Support

4 weeks ago

Angeles, Philippines Strategic Networks Inc. Full time

Works hand-in-hand with Field Support Engineer, Dispatch and Service Desk team in attending and resolving all service request assigned per region/ area.

Technical focal point, escalation for any question/ issues raised by Field Support Engineers during an on-site activity. This may require working outside business hours.

Remotely or guide installations on our client’s IT Shared System.

Respond and resolve incident tickets assigned by I.T. Dispatch Coordinators and Service Desk Engineer within the agreed SLA’s.

Monitoring equipment, preparing purchasing requests for materials needed for each project and writing daily and monthly reports regarding maintenance work provided.

Escalate service issues that cannot be completed within agreed Service Levels.

Acts as hands and eyes for all network and server related requests or incidents.

Maintains all I.T. equipment’s at client’s stores and offices by conducting proactive preventive maintenance.

Provides support and troubleshooting to resolve all IT related issues locally or remotely from Stores, internal departments and external providers, vendors, or clients.

Analyze issues and develop resolutions in a timely manner.

Ensure escalation situations are managed, corrected quickly, professionally, and proper communicate with client regarding incidents, progress and notify impending changes or outages.

Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.

Mentor and guides Field Support Engineer in providing solutions that help excellent customer experience.

Take full responsibility and the required action for the assigned tasks.

Meet and adhere to attendance requirements based on Service Level Agreement.

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