IT Support Specialist
4 days ago
We are seeking a skilled Technical Support Specialist to join our team at Divergence HR Consulting Philippines. As a key member of our support staff, you will be responsible for resolving customer equipment issues in a timely and efficient manner.
Your primary objective will be to troubleshoot and resolve technical issues reported by customers, escalating concerns to vendors as necessary to ensure seamless operations.
- Key Responsibilities:
- Diagnose and resolve customer-reported technical issues, communicating effectively with customers and field technicians via Zoom.
- Monitor equipment performance and uptime, taking proactive action to address any concerns that may arise.
- Collaborate with manufacturers and on-site technicians to ensure swift resolution of issues.
- Follow up with equipment manufacturers, network providers, and internal teams to resolve outstanding tickets.
- Participate in daily stand-up meetings and collaborate with team members to optimize support processes.
What We're Looking For:
We require a candidate with a strong background in electronics or computer science, preferably with an Associate's or Bachelor's degree. A minimum of 2 years' experience in a technical support or help desk role is essential, with a proven track record of working with business users and developers to enhance application processes.
Technical Skills:
- Ethernet network access, IP routing, and VPN setup.
- Experience with wireless carriers, managing data lines, and provisioning accounts.
- Database knowledge and the ability to create schedule reporting.
- Basic understanding of electricity and electronics.
Soft Skills: Customer service excellence, attention to detail, flexibility, and quality focus. Availability for after-hours rotations, including nights and weekends. Strong verbal and written communication in English.
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