IT Technical Support

3 weeks ago

Makati, Philippines Strategic Networks, Inc. Full time

Responsibilities

  • Assist end user on all in scope request with focus on client satisfaction, service delivery quality and technical excellence.
  • Overall responsible for the management, maintenance and provides technical support via onsite, phone, email and or remote on hardware and software issues, network diagnostic 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 resolutions steps prior closing.
  • Checking of end-user log
  • Must be able to escalate tickets with dependencies to respective towers/ group to resolve the concerns of end user.
  • Walkthrough staff or clients through 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 with regards to their request.
  • 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.
  • Delivers 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.
Qualifications
  • Educational Qualifications: Bachelor’s degree in Information Technology, Computer Science, or related field.
  • Experience Level: Less than 1 year of experience in IT support or related roles.
  • Skills and Competencies: Proficient in troubleshooting hardware/software issues, excellent communication skills, customer service-oriented.
  • Working Conditions: Office environment, possible remote support, occasional overtime required.
  • Qualities and Traits: Detail-oriented, patient, and adaptable with a strong willingness to learn.
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