Technical Support Specialist

1 week ago


Taguig, National Capital Region, Philippines Strategic Networks Inc. Full time

Strategic Networks Inc. is seeking a highly skilled Technical Support Specialist to join our team in BGC, Taguig.

The ideal candidate will have a strong background in IT system problem handling and resolution, IT equipment problem solving, and customer complaint management.

We are offering a competitive salary of $45,000 per year, commensurate with experience.

Job Description

Company Overview: Strategic Networks Inc. is a leading provider of telecommunications services, dedicated to delivering exceptional customer experiences.

Salary: $45,000 per year, based on qualifications and experience.

Job Responsibilities:

  1. Respond to or resolve IT system problems at the service desk level, aiming for first-call resolution and escalating unresolved issues to second-line support.
  2. Coordinate the service desk's unified scheduling and transfer IT equipment problems to the appropriate maintenance personnel based on the problem type.
  3. Manage IT-related customer complaints received from the Customer Service Center, collecting, summarizing, and reporting them promptly for smooth communication and timely processing.
  4. Oversight of IT fault/alarm scheduling and distribution of fault tickets, notification and dispatch of second-line support, reasonable interception, centralized scheduling, and unified communication for cross-professional/departmental/regional issues.
  5. Ensure timely follow-up on tickets and tasks related to operation metrics assessment.
  6. Evaluation of the performance of operations and maintenance personnel.
  7. Daily inspections as per schedule, providing detailed reports after each inspection.
  8. Summarization of daily service request knowledge, documentation of valuable information, and submission to the knowledge base administrator.

Requirements:

  • Bachelor's degree in any field.
  • Strong verbal and written communication skills to effectively interact with internal and external clients.
  • Pleasing personality and keen attention to detail.
  • Able to work effectively within a team and coordinate with other departments to resolve issues.
  • Ability to analyze issues, identify patterns, and provide effective solutions.
  • Competence in maintaining accurate records of all customer interactions, issues, and resolutions.
  • Quick adaptability to new processes, technologies, and environments.
  • Amenable to work on a hybrid setup in BGC, Taguig, and available to start immediately.


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