Software Support Engineer

3 weeks ago

Quezon City, National Capital Region, Philippines Sourcefit Full time

Position Summary:
The Software Support Engineer is responsible for resolving customer requests within the Practice Protect platform in a professional and timely manner. This role emphasizes providing "fix on first call" solutions for reported issues.

Job Details:
Onsite | Eastwood, Libis
Monday to Friday | 6 AM to 3 PM PH Time

Responsibilities:

Ticket Resolution:

  • Adhere to the company's Service Delivery Guidelines, Policies, and KPIs.
  • Resolve service tickets in alignment with client service level agreements (SLAs).
  • Contact clients for further clarification or additional information when required.
  • Manage client expectations throughout the ticket lifecycle.

Technical Support:

  • Resolve first-level technical issues according to best practices and service delivery guidelines.
  • Provide immediate solutions ("fix on first call") when possible.
  • Manage the entire lifecycle of service tickets in accordance with client SLAs.
  • Communicate vital technical information via phone, email, or ConnectWise.
  • Leverage internal resources for troubleshooting.
  • Perform other ad-hoc tasks as needed.

Qualifications:

  • Ideally, 2 years of IT/tech-related experience.
  • Strong understanding of MS365 Admin Centre and Google Workspace Admin.
  • Solid grasp of operating systems, software, and devices.
  • Familiarity with cloud computing.
  • Strong troubleshooting and remote desktop support skills.
  • Excellent organizational skills and flexibility.
  • Confident in interacting with global clients.
  • Eager to grow and learn new skills on the job.
  • Ability to build rapport and foster key relationships.
  • Proven ability to quickly learn new software and IT concepts.
  • High level of commitment, professionalism, and composure under pressure.
  • Self-motivated and comfortable working both independently and in a team.

Preferred Qualifications:

  • Experience in IT, software, SaaS, or tech-related industries.
  • Experience working with international companies or clients/BPO environments.
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