Technical Support Specialist

1 month ago


Makati City, National Capital Region, Philippines Strategic Networks Inc. Full time

Job Description:
Strategic Networks Inc. is seeking a skilled Technical Support Specialist to join our team.

About the Role:
This is a full-time position responsible for providing technical support to clients and ensuring the highest level of customer satisfaction. The ideal candidate will have excellent communication skills, be able to troubleshoot complex technical issues, and possess a strong understanding of IT systems and hardware.

Responsibilities:
- Provide technical assistance to clients via phone, email, or remote access
- Troubleshoot and resolve technical issues in a timely and efficient manner
- Collaborate with Senior Technical Support Engineers and Team Leaders to resolve critical issues
- Set up new user accounts and profiles
- Conduct walkthroughs with staff or clients to resolve technical issues
- Take ownership of assigned incident tickets and resolve within agreed service levels and targets
- Proactively update clients on their request status
- Perform root cause analysis and provide technical reports for issues involving desktop environments
- Assist with asset management
- Analyze and respond to issues and develop resolutions in a timely manner
- Maintain a high level of program and service knowledge to provide the best value-based technical solution to customers
- Take full responsibility and required action for assigned tasks
- Meet and adhere to attendance requirements based on Service Level Agreement
- Meet and exceed KPI targets set by the client
- Deliver quality, productivity, and compliance KPI/SLA reports on daily, weekly, and monthly basis

Requirements:
- Bachelor's degree in Computer Science, Information Technology, or related field
- Minimum 2 years of experience in technical support or a related field
- Strong understanding of IT systems, hardware, and software
- Excellent communication and problem-solving skills
- Ability to work in a fast-paced environment and meet deadlines
- Strong analytical and troubleshooting skills
- Proficient in MS Office and other productivity tools

Benefits:
- Competitive salary range: $60,000 - $80,000 per year
- Comprehensive benefits package including medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off and holidays
- Opportunities for professional growth and development



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