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Technical Support Specialist

2 weeks ago

Cebu City, Central Visayas, Philippines Tahche Careers Full time

Company Overview:

Tahche Careers is a rapidly growing technology solutions provider focusing on Cloud, Cyber Security, Networking, Disaster Recovery, and Managed Services.

Job Description:

We are seeking a highly skilled Client Support Engineer to join our team. As a Client Support Engineer, you will be responsible for providing full-time support to our clients via a ticketing system (Connectwise). You will document and resolve customer issues in all areas of IT support.

Responsibilities:

  1. Deliver IT support to clients via a ticketing system (Connectwise), responsible for documenting and resolving customer issues in all areas of IT support.
  2. Analyze and document an unfamiliar client/server network environment while assessing the quickest path to resolution.
  3. Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause.
  4. Coordinate onsite PC hardware repair with third-party vendors.
  5. Provide onsite assistance for remote Engineers.
  6. Set client expectations appropriately throughout the troubleshooting process.
  7. Utilize appropriate software utilities, Thrives Protect software, and vendor or application-specific tools to provide the fastest resolution of customer incidents.
  8. Communicate steps taken during troubleshooting and resolutions through clear non-technical communication.
  9. Demonstrate the correct level of urgency while resolving client incidents. Resolution of incidents/requests related to, but not limited to the following:
    1. Mail Application/Office 365 issues
    2. Connectivity issues (per SOP)
    3. Time Sensitive and VIP Workstation incidents
    4. File Restores
    5. Remote Access/Onsite incidents (Citrix and Terminal Services)
    6. Password Resets
    7. Networked Printer Issues
    8. New PC installation including hardware, software, and peripherals.

Qualifications:

  1. At least 2-4+ years of solid desktop support experience.
  2. Strong general application knowledge (Office and other mainstream applications).
  3. Strong desktop OS skills Windows 10/11 Desktop Operating System.
  4. Competency with PC, Server, and peripheral hardware troubleshooting.
  5. Strong problem-solving skills with the ability to prioritize and coordinate tasks.
  6. Experience with IT Glue will be a plus.