Senior Helpdesk Engineer

1 week ago


Manila, National Capital Region, Philippines Deltek Systems (Philippines), Ltd. Full time

RESPONSIBILITIES

  • Support communication between Customer Care and Engineering teams by managing and communicating the status of cases, issues, and defects.
  • Used critical-thinking skills, technical/product knowledge, and interfaced with subject matter experts to provide advanced level of troubleshooting for escalated issues.
  • Ensure escalations are written clearly and concisely in English, with easy-to-follow steps to reproduce and other required information.
  • Escalate and interface with Software Engineers and Quality Engineers when the Help Desk cannot resolve issues.
  • Meet the Customer Care, Engineering, and Product Management to assist in the management of cases, issues, and defects.
  • Interacting with cross-functional teams and managers in a globally dispersed environment.
  • Provide regular and ad hoc reports to Customer Care and Engineering Management on the status of cases escalated to Engineering and the status of defects.

QUALIFICATIONS

  • A bachelor's degree in computer science, information technology, or similar.
  • Experience in a corporate Service Desk or another technical support role with a background in either Customer Service or as an IT Service Desk Analyst.
  • Strong critical thinking, problem-solving, and research skills that translate to an ability to find solutions for customer problems when a solution is not immediately apparent.
  • Excellent written, verbal, and interpersonal communication skills in English.
  • Proficient in Microsoft Office software and Microsoft Windows operating systems.
  • Self-starter and fast learner with the ability to manage multiple priorities in a fast-paced environment.
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