Service Delivery Specialist

2 days ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeTechnical Full time ₱3,129,600 - ₱4,164,200

As a Technical Support Specialist, you will play a vital role in resolving complex technical issues for our clients.

This is a unique opportunity to utilize your problem-solving skills and technical expertise to deliver exceptional customer service and support.

Responsibilities:
  • Provide technical assistance to clients by diagnosing and resolving hardware, software, OS related, M365, and basic network issues.
  • Investigate problems thoroughly, using available resources such as documentation, knowledge bases, and collaboration with other technical teams.
  • Handle escalated tickets from Level 1 support, ensuring prompt and effective resolution.
  • Evaluate the severity of issues, prioritize accordingly, and work diligently to find solutions within stipulated timelines.
  • Escalate unresolved issues to Level 3 or specialized teams as necessary.
  • Collaborate with cross-functional teams such as NOC and L1 to ensure a seamless customer experience.
  • Conduct root cause analysis for recurring issues and provide recommendations for resolution.
  • Document resolutions and update knowledge base articles.
  • Configure, install, and troubleshoot hardware such as desktops, laptops, printers, and peripherals.
  • Manage software installations, updates, and troubleshooting.
  • Assist with user account management (Active Directory, email, and other systems).
  • Monitor system performance and report anomalies to relevant teams.
  • Assist in maintaining and updating IT inventory and asset management systems.
  • Deliver high-level customer service to ensure user satisfaction.
  • Communicate effectively with end-users via phone, email, chat, keeping them informed of ticket progress and resolutions.
  • Maintain accurate incident, solution, and process documentation, contributing to the knowledge base.
  • Ensure compliance with company policies and procedures.

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