IT Support Specialist

5 days ago

Manila, National Capital Region, Philippines Netrix Global Full time

About the Opportunity

This IT Support Specialist role is a Remote Philippines based position.

At Netrix Global, the IT Support Specialist will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management. They will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of all problems, which may range from straightforward to more complicated technical issues. This position requires the Analyst to clearly record information, accurately assign priorities, and resolve or reassign tickets to the resolver team. Analysts will be responsible for managing their time appropriately, monitoring multiple assignment queues, their personal queue of open tickets, and continually follow up to ensure timely incident resolution and customer satisfaction. An ideal candidate will have two years' experience working in a fast-paced technical service desk environment with a proven track record of having excelled in maintaining high first-call resolution rate and exceeding performance metrics for utilization, occupancy, and ready time in queue.

Key Responsibilities:
  • Provide timely and accurate tier one technical support for Netrix clients through response to incoming calls, instant messaging, and email queues.
  • Document incidents and requests reported from the client, the troubleshooting steps performed with their corresponding results accurately and simultaneously into the ITSM system of record.
  • Monitor tickets generated by monitoring systems for critical infrastructure problems; perform troubleshooting to diagnose issues, and escalate issues following the proper escalation process.
  • Monitor and enforce system security guidelines for all clients. Create user accounts and access rights for clients when applicable.
  • Provide exceptional customer service to all clients.
  • Proactively support and maintain effective user relationships by educating clients on system operations and applications.
  • Utilize the Knowledge Base to research, resolve, and respond to incidents and requests received in a timely manner, in accordance to incident management processes.
  • Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity.
  • Manage the incident process for all open incidents by following up with assigned support personal and/or the affected user to ensure timely incident resolution and customer satisfaction.
  • May include User Account Management projects/tasks as needed.
  • May be requested to provide onsite support at customer location as required.
Requirements:
  • Must be physically based within the Philippines.
  • College degree, technical school, or equivalent experience preferred.
  • Excellent oral, organizational and written communication skills.
  • Minimum 1-3 years experience in a Help Desk/Service Desk or other IT role.
  • Experience with using and troubleshooting Outlook/O365 and Office applications within a network environment (permissions, calendar sharing, delegation, administration).
  • Basic knowledge of PC's, operating systems, applications, networks and hardware concepts.
  • Good analytical and problem solving skills.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Self-motivated with the ability to work in a fast-moving environment.

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