Technical Support Specialist

4 weeks ago

Angeles, Philippines Connext Full time

The Tier 2 Technical Support is responsible for providing end user technical support and assistance for hardware, network and system/ application problems. This includes supporting laptops, desktops, printers, peripherals and desktop applications in addition to provisioning system/application access to users. This position interfaces directly with end users and various departments, providing services to identify, evaluate and resolve technical issues with the ability to translate and communicate solutions effectively. Prioritizes issues using appropriate escalation procedures, and coordinates referrals to technical, professional or service personnel as needed.

Tasks and Responsibilities
  • Conducts troubleshooting for hardware, network and system/application disruptions or problems; provides on-call and after-hours support as needed.
  • Performs software/hardware fixes, and documents resolutions for all end-user initiated requests.
  • Works with other support staff to conduct and document root cause analysis for issues.
  • Provides Windows Operating System, G-Suite, Microsoft Office and Desktop Application support as needed.
  • Installs and performs set-up of hardware, software and other devices for users across the enterprise.
  • Prioritizes, categorizes, assesses and escalates technical issues as necessary.
  • Maintains technical operational procedures and knowledge base; modifying when appropriate.
Qualifications
  • Bachelor’s degree or an equivalent combination of education and/or related work experience.
  • At least one (1) year experience working with Tech Support role in a BPO setting - Dell, HP, Microsoft, or equivalent.
  • Must have a stable employment history.
  • Possess working knowledge of computer hardware and peripherals commonly found in a business office environment.
  • Proficiency in working with Windows OS, G-Suite, MSO, and various desktop applications.
  • Clear and coherent in both written and verbal communication skills for effective interaction with colleagues and clients.
  • Ability in analytical thinking and problem-solving to troubleshoot technical issues efficiently.
  • Must willing to work flexible hours for after hours coverage/weekends.
Work Location

Hybrid (WFH and onsite)

Work Schedule

1 AM to 10 AM Tuesday to Saturday PHT

Work Benefits and Perks
  • Rice Allowance - PHP 1,000
  • Internet Allowance - PHP 1,000
  • Overtime Pay
  • Holiday Pay
  • 25% Night Differential
  • Perfect Attendance Bonus
  • 20 days Paid Time Off per year
  • HMO for Employee
  • HMO for Dependents
  • Group Life Insurance
  • Annual Merit Increase
  • 13th Month Pay
  • Mid-Year Bonus
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