Associate Engineer

4 weeks ago

Cebu City, Philippines Tahche Outsourcing Services Inc Full time

Overview

Our US Partner Client is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.

As an Associate Engineer , you will be the first line of communication with the client and responsible for the accurate creation/updating of their technical ticket. You will also be tasked with working diligently to coordinate clients returning calls with the engineer if available to assist immediately when possible.

This is a full-time role , on a US shift and on a Work in the office set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

Responsibilities
  • Communicate with customers through various channels in a timely fashion, with a courteous, positive, empathetic and professional manner. Communication channels include, but are not limited to: Phone, Email, and Chat
  • First response and initial triage of customer presenting issues, troubleshooting single user/system impacting tickets immediately, collecting information. Ask clarifying questions to ensure full understanding of client concerns and accurately enter data into the clients tools.
  • Escalate tasks to engineers based on time or skill requirements when necessary
  • Responsible for daily assignment of service incidents/requests from both client engineers and customer points of contact
  • Develop an in-depth understanding of the clients products as they integrate into corporate infrastructure
  • Responsible for completion of specific designation of tasks to resolve as quickly as possible at the time of creation
  • Assign support tickets to the appropriate engineering resources
  • Promptly and accurately codes Catch All cases submitted via email
  • Work with client requests to code, assign and facilitate completion during times where direct client interaction via phone is not required
  • Ensure focus is on both issue resolution and providing world class service, working directly with clients to expedite prompt resolution/escalation and effective, robust communication and case status
  • Resolution of incidents/requests related to, but not limited to the following: Single User Mail Application/Office 365 issues, Time Sensitive user impacting incidents, Password Resets, Network Printer Issues, Hardware/Peripheral Setups
Qualifications
  • At least 3 years of relevant experience as a technical support or desktop/server support experience
  • Experience with troubleshooting network configuration and hardware issues
  • Knowledge and experience with Microsoft Server and Workstation Technologies
  • Strong problem-solving skills with the ability to prioritize and coordinate tasks
  • Ability to articulate technical information and convey to non-technical people
  • Ability to follow previously documented process while notifying management of variables that have not been clarified
  • Other Preferred Technical Knowledge:
  • Experience with Microsoft Windows OS
  • Experience with Apple OS
  • Experience with monitoring and remote management tools
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