IT Technical Support

4 weeks ago

Taguig, Philippines Strategic Networks, Inc. Full time

  • Assist end-user on all in-scope requests with focus on client satisfaction, service delivery quality and technical excellence.
  • Over-all responsible for the management, maintenance and provision of technical support via onsite, phone, email or remote for hardware and software issues, network diagnostics and repair.
  • Must be able to coordinate with Senior Technical Support Engineer and Team Leader on any critical technical issues.
  • Ensure all tasks are updated and documented, including troubleshooting and resolution steps prior to closing.
  • Checking end-user logs.
  • Must be able to escalate tickets with dependencies to respective towers/groups to resolve end-user concerns.
  • Walk staff or clients through a series of actions to resolve issues.
  • Take ownership of assigned incident tickets and resolve within the agreed service level and targets.
  • Proactively update end users regarding their requests.
  • Ability to perform root cause analysis and technical reports for issues involving desktop environment.
  • Asset management.
  • Analyze and respond to issues and develop resolutions in a timely manner.
  • Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.
  • Take full responsibility and the required action for the assigned tasks.
  • Meet and adhere to attendance requirements based on Service Level Agreement.
  • Meet and exceeds KPI targets set by the client.
  • Deliver quality, productivity, and compliance KPI/SLA reports on daily, weekly, and monthly reports.
  • Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.
  • Can start ASAP.
  • Willing to work onsite.
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