Technical Support Professional

5 days ago

Manila, National Capital Region, Philippines DXC Technology (Philippines), Inc. Full time

At DXC Technology (Philippines), Inc., we are committed to delivering exceptional IT services that transform global businesses.

As a Technical Support Professional, you will be the first point of contact for clients experiencing technical issues.

Your key responsibilities will include providing timely and effective issue resolution, communicating technical solutions clearly, and monitoring incidents to identify root causes.

You will also track all actions and escalate issues when needed, ensuring the right support teams are involved and working together to resolve incidents quickly.

We inspire and take care of our people, encouraging innovation and embracing change. Work with us to leverage technology skills and deep industry knowledge to help clients achieve their goals.

Key Responsibilities:

  • Provide first-line technical support through calls, ensuring quick and effective issue resolution.
  • Communicate technical solutions clearly and professionally to both technical and non-technical stakeholders.
  • Monitor and analyze incidents that fall outside standard processes, identify root causes, and coordinate with workgroup owners or supervisors for resolution.
  • Track all actions and escalate issues when needed, ensuring the right support teams are involved and working together to resolve incidents quickly.
  • Monitor and manage incidents and changes through ServiceNow.
  • Analyze recurring issues and implement preventive measures to reduce future incidents.
  • Ensure timely escalation of complex technical problems to the appropriate teams for resolution.
  • Develop and maintain back-end components to enhance responsiveness.
  • Provide documentation for new procedures and updates to existing processes.
  • Perform system performance monitoring and availability management to ensure continuous uptime and optimal efficiency.

Requirements:

  • Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology, Engineering) or an equivalent combination of education and experience.
  • Typically, 1+ years of relevant work experience in a technical help desk or IT support role.
  • Proficiency in ServiceNow monitoring, Incident, and Change Management.
  • Strong analytical and troubleshooting skills with the ability to resolve technical issues efficiently.
  • Relevant certifications such as Six Sigma, ITIL background, and other IT service management or project management certifications are an advantage.

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