Technical Support Specialist

4 weeks ago

Angeles, Philippines SuperStaff Full time

The SuperStaff Technical Support Specialist is a vital member of the IT department, responsible for assisting users with their technical inquiries, requests, and issues, and providing exceptional customer service. As a Technical Support Specialist, you will encompass all aspects of the lifecycle of an issue, serving as the primary point of contact for incoming issues, working directly with reporters, triaging, prioritizing issues, and managing a project queue and backlog.

Qualifications
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • At least 1 year of experience in a Technical Support role is preferred, but fresh graduates are welcome to apply.
  • Having certifications like CompTIA A+, Network+, or MCP is an advantage, but not a requirement.
  • Willing to work on an onsite setup with a shifting schedule as needed.

Skills Needed:

  • Technical knowledge and skills with installation, setup, maintenance, and troubleshooting support services including, but not limited to:
  • Hardware for desktops, laptops, printers, mobile phones, and tablets
  • Microsoft Windows and macOS operating systems
  • Peripherals, printers, scanners, displays, and interface devices
  • Domain, user accounts, software accounts
  • Network connectivity and wireless access issues
  • Update and patch deployment, virus removal, malicious software removal
  • Experience in using support tools such as ticketing systems, CRM software, remote assistance tools, and knowledge base platforms
  • Familiarity with programming languages, scripting, and database management is a plus
  • Customer-focused mindset with a passion for delivering exceptional service
  • Soft Skills (Required): A motivated, self-directed team player who can work under pressure and is passionate about Information Technology. A healthy dose of curiosity about why things work the way they do is a huge benefit.
  • Strong written and spoken English skills to communicate with clients and co-workers at all levels of the organization. (Required)
  • The ability to “Assume Positive Intent” in all situations and interactions. (Required)
Duties and Responsibilities
  • Provide top-tier technical assistance and support to users via phone, email, or chat, and remote assistance tools, resolving technical issues in a timely and professional manner.
  • Respond to user inquiries promptly and professionally, ensuring a high level of user satisfaction.
  • Diagnose and troubleshoot hardware and software problems, determine the root cause of issues, and implement effective solutions.
  • Document user interactions, including the details of inquiries, issues, and resolutions, accurately in the company’s ticketing system.
  • Collaborate with other members of the IT team to escalate complex issues and collaborate on problem-solving strategies.
  • Stay up-to-date with the latest industry trends, technologies, and software updates to maintain a high level of expertise in relevant areas.
  • Contribute to the creation and improvement of support documentation, knowledge base articles, and FAQs to enable self-service for users.
  • Identify opportunities for process improvement and suggest enhancements to streamline technical support operations.
  • Adhere to department policies, procedures, and directives regarding standards.
Benefits
  • HMO with 1 free dependent upon hire
  • Life Insurance
  • 20 PTO credits annually
  • VL and SL cash conversion
  • Annual Performance-Based Merit Increases and Employee Recognition
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