Technical Support
3 weeks ago
1. Provide first level support through diagnosing or troubleshooting problems and implementing corrective action either remotely;
2. Following the SLA, isolate issues, identify and follow the proper escalation path for issues beyond the scope of support;
3. Using the ticketing tool, log all updates and troubleshooting procedures performed including complete and comprehensible details.;
4. Escalate issues that are beyond the scope of support to the proper level of support
5. Take accountability and ownership of user issues through to resolution; escalated issues shall be monitored in behalf of the customer and communicate the progress and update the ticket/s in a timely manner
6. Actively monitor ticket assignment/s for timely resolution;
7. Proactively raise possible issues that may arise from existing problems or newly implemented change or system updates;
8. Ensure that satisfactory resolution has been executed before putting tickets on resolved state;
9. Demonstrate professionalism while handling inquiries or complaints of the customers;
10. Properly turn over any pending tasks that need attention during scheduled absence (i.e. rest day or vacation leave);
11. Contributes to Team/unit goals by accomplishing related duties as required.
Job Qualifications
1. Bachelor’s degree in Science, Technology, Engineering, and other related courses.
2. Strong customer service skills; and have a dynamic and excellent analytical skill combined with a logical mindset
3. Strong interpersonal skills and can work under pressure;
4. Ability to learn and adapt quickly.
5. Ability to multi-task and function as a generalist;
6. Proficiency in troubleshooting Personal Computers
7. Basic understanding of Information Technology Networking Devices;
8. Amenable to rotating shift schedules including morning, mid-day, night shifts, weekends and holidays;
9. Able and amenable to travel to client sites.
10. Willing to work onsite- Makati City
11. Fresh Graduates are welcome
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