Technical Support Engineer

4 days ago

Makati, Philippines Xtreme Offshore Outsourcing Incorporated Full time

Xtreme Offshore Outsourcing Incorporated

On-site - Makati 3-5 Yrs Exp Bachelor Full-time

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Job Description Government Mandated Benefits Insurance Health & Wellness

HMO

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Responsibilities
  • Respond to Support Requests — Handle incoming tickets, calls, or chats from users with technical issues.
  • Troubleshoot Common Issues — Assist with problems related to software, login credentials, connectivity, printers, or email.
  • Escalate Complex Problems — Identify issues that require higher-level support and forward them appropriately.
  • Document Resolutions — Record solutions and troubleshooting steps clearly within the ticketing system.
  • Follow Standard Procedures — Adhere to predefined workflows, scripts, and escalation protocols.
  • Monitor System Status — Observe system alerts or reports and inform supervisors of any abnormalities.
  • Maintain Communication — Keep users informed about the status of their issues and follow up when necessary.
  • Support Basic Network and OS Issues — Provide initial assistance on network connectivity, basic system errors, or configuration problems.
  • Update Knowledge Base — Suggest and contribute to support documentation for common issues.
  • Ensure Customer Satisfaction — Handle users courteously and ensure their concerns are addressed efficiently.
  • Join our growing IT team
Qualifications
  • Has at least 3 years of experience or higher
  • Basic Technical Knowledge: Familiarity with computer systems, networking basics, and commonly used software.
  • Windows OS Basics: Ability to navigate settings, troubleshoot user issues, and understand event logs.
  • Linux OS Awareness: Understanding of basic commands, file structure, and terminal navigation (optional but beneficial).
  • Networking Fundamentals: Basic understanding of internet connectivity, IP addresses, DNS, and ping/traceroute tools.
  • Basic SQL Understanding: Ability to run simple SELECT queries and understand database connection issues.
  • Effective Communication: Clear and empathetic communication with users, both verbally and in writing.
  • Problem-Solving Skills: Ability to follow troubleshooting steps and escalate when necessary.
  • Customer Service Mindset: Patience, professionalism, and a focus on user satisfaction.
  • Multitasking: Ability to manage multiple tickets or chats simultaneously.
  • Tools Proficiency: Experience using support tools like ticketing systems (Zendesk, Freshdesk, Jira) and remote access software.
  • Direct Hiring
  • Full time, Onsite (MAKATI CITY)
  • Negotiable salary based on skills and experience
  • Task focus mainly in Software/System-related support

Basic Technical Knowledge Linux Windows OS Networking Basics Communication Zendesk Freshdesk Jira SQL

Working Location

8th Floor, King\u2019s Court Building 1, King\u2019s Court Building 1, Chino Roces Ave, Legazpi Village, Makati, Metro Manila, Philippines

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