Technical Support Specialist

5 days ago


Manila, National Capital Region, Philippines Strategic Networks, Inc. Full time
Job Description

We are seeking a highly skilled Technical Support Specialist to join our team at Strategic Networks, Inc. As a key member of our technical support team, you will be responsible for providing top-notch support to our end-users via various channels.

Key Responsibilities
  1. Assist end-users with requests, focusing on client satisfaction, service delivery quality, and technical excellence.
  2. Manage, maintain, and provide technical support for hardware and software issues, network diagnostics, and repair via onsite, phone, email, and/or remote means.
  3. Coordinate with Senior Technical Support Engineers and Team Leaders regarding critical technical issues.
  4. Create new user accounts and profiles.
  5. Guide staff or clients through troubleshooting steps to resolve issues.
  6. Take ownership of assigned incident tickets and resolve them within agreed-upon service levels and targets.
  7. Proactively update end-users regarding their requests.
  8. Perform root cause analysis and technical reports for desktop environment-related issues.
  9. Asset Management.
  10. Analyze and respond to issues, developing resolutions in a timely manner.
  11. Maintain high program and service knowledge to offer the best value-based technical solution to customers.
  12. Take full responsibility for assigned tasks.
  13. Meet attendance requirements based on the Service Level Agreement.
  14. Meet and exceed KPI targets set by the client.
  15. Deliver quality, productivity, and compliance KPI/SLA reports daily, weekly, and monthly.

This role requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills. The ideal candidate will have a passion for delivering exceptional customer service and a commitment to staying up-to-date with the latest technical developments.

Requirements
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Able to work effectively in a fast-paced environment.
  • Ability to multitask and prioritize tasks efficiently.
  • High level of technical expertise and knowledge of desktop environments.
  • Ability to work collaboratively as part of a team.
  • Familiarity with IT service management principles and practices.


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