Field IT Support Specialist

1 month ago


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

Strategic Networks Inc. is seeking a highly skilled Field IT Support Specialist to join our team.

Main Responsibilities:

  • Assist end-users with technical issues, focusing on client satisfaction, service delivery quality, and technical excellence.
  • Provide technical support via onsite, phone, email, and remote for hardware and software issues, network diagnostics, and repairs.
  • Coordinate with Senior Technical Support Engineers and Team Leaders on critical technical issues.
  • Set up new user accounts and profiles.
  • Guide staff and clients through series of actions to resolve issues.
  • Take ownership of assigned incident tickets and resolve within agreed service levels and targets.
  • Proactively update end-users on their requests.
  • Perform root cause analysis and technical reporting for issues involving desktop environments.
  • Analyze and respond to issues, developing resolutions in a timely manner.
  • Maintain a high level of program and service knowledge to provide the best value-based technical solutions.
  • Assume responsibility for assigned tasks.
  • Meet and adhere to attendance requirements based on Service Level Agreements.
  • Meet and exceed KPI targets set by clients.
  • Deliver quality, productivity, and compliance KPI/SLA reports on daily, weekly, and monthly bases.
  • Maintain an acceptable level of customer satisfaction and effective professional working relationships with supervisors and coworkers.

Requirements:

Key Performance Indicators:



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