IT Field Regional Technical Support

2 weeks ago

Taguig, National Capital Region, Philippines Strategic Networks Inc. Full time
- Works hand-in-hand with Field Support Engineer, Dispatch and Service Desk team in attending and resolving all service request assigned per region/ area.

- Technical focal point, escalation for any question/ issues raised by Field Support Engineers during an on-site activity. This may require working outside business hours.

- Remotely or guide installations on our client's IT Shared System.

- Respond and resolve incident tickets assigned by I.T. Dispatch Coordinators and Service Desk Engineer within the agreed SLA's.

- Monitoring equipment, preparing purchasing requests for materials needed for each project and writing daily and monthly reports regarding maintenance work provided.

- Escalate service issues that cannot be completed within agreed Service Levels.

- Acts as hands and eyes for all network and server related requests or incidents.

- Maintains all I.T. equipment's at client's stores and offices by conducting proactive preventive maintenance.

- Provides support and troubleshooting to resolve all IT related issues locally or remotely from Stores, internal departments and external providers, vendors, or clients.

- Analyze issues and develop resolutions in a timely manner.

- Ensure escalation situations are managed, corrected quickly, professionally, and proper communicate with client regarding incidents, progress and notify impending changes or outages.

- Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.

- Mentor and guides Field Support Engineer in providing solutions that help excellent customer experience.

- Take full responsibility and the required action for the assigned tasks.

- Meet and adhere to attendance requirements based on Service Level Agreement.

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