Technical Support Specialist Lead

4 days ago


Quezon City, National Capital Region, Philippines Ayuda Business Management solution Inc Full time
Job Description

Ayuda Business Management Solution Inc is seeking a highly skilled Technical Support Specialist Lead to join our team. In this role, you will be responsible for providing direct first level of support via telephone, email, web or any other means to our clients. You will also be responsible for answering RFIs, app navigation, onsite and remote assistance, initial troubleshooting using the KB as reference, password resets and ticket routing, escalation to Level 2, 3 and principal when needed, monitoring premium hours spent/renewal of managed support and services, receiving, logging and updating incident reports and service requests; reporting recurrence of incidents of the same nature, tracking follow-ups and service deliveries of logged requests, configuring and maintaining of service desk system; providing access management, coordinating with principal partners and Technical Managers for L3 and L4 technical support and management of incidents, interpreting schematics to determine the best solution to incidents and requests for change.

Required Skills and Qualifications

The ideal candidate must have a degree in Engineering or any Computer Science-related courses and at least one (2-3) years of experience in a similar position, working for an IT services and solutions company. The candidate should possess excellent communication and interpersonal skills, ability to work under pressure, strong analytical and problem-solving skills, and excellent time management skills.

Benefits

We offer competitive salary, comprehensive benefits package, opportunities for career growth and professional development, and a dynamic and supportive work environment.

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