IT Helpdesk Engineer

1 month ago

Parañaque, Philippines Strategic Networks Inc. Full time

Act as a first point of contact (inbound and outbound calls) for all customers’ queries related to other technical concerns.
Assisting end-user over the phone or remote via CMRC, Remote Desktop Connection and Microsoft Teams
Provides troubleshooting and isolation assistance before escalating calls with dependencies to respective towers or group to resolve the concern of the end-user.
Must be able to escalate Level 2 concerns with dependencies to the respective tower/ groups to resolve the concerns of the customer.
Creation of tickets and ensuring that the ticket details are complete and has been verified.
Provides ticket updates or status to end-user related to the raised concern.
Monitoring and resolving tickets raised by users via ticketing portal (Dynamics365)
Password reset and checking of the SAP account status.
Creation of account through KOLAH, CSO Freegoods, OCP and AR portals.
Application installation via remote.
Provide solutions that help excellent customer experience.
Provide timely responses to customer issues.
Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.
Take full responsibility and the required action for the assigned tasks.
Meet and adhere to attendance requirements based on Service Level Agreement
Meet and exceeds KPI targets set by the client.
Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.

Minimum Requirements:
- With at least 6 months of experience in ticketing tools and remote support
- Amenable to work in Sunvalley, Paranaque near SM Bicutan
- Preferably a she/her
- Can start ASAP

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