Support Technician Level 1

17 hours ago

Clark, 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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