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Technical Support Specialist

2 weeks ago

Angeles City, Central Luzon, Philippines Seidotech Solutions Corp. Full time

About the Role

  • This position involves providing technical support to customers in a 24X7 environment. You will work on a wide variety of technical issues and be part of a dynamic, collaborative team.

Key Responsibilities

  • Provide first contact support via telephone, web portal, email, or chat to ensure timely and effective resolution of end-user issues.
  • Follow-up on open tickets, keeping clients informed of any updates.
  • Collaborate with other team members to identify solutions and escalate as needed.
  • Provide first-tier support for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, or basic application and hardware troubleshooting.
  • Add users, remove users, reset passwords, and change folder permissions.
  • Brief understanding of IP addresses, subnet masks, gateways, and DNS addresses.
  • Utilize remote access solution and support on VPN clients, Terminal Services, and Citrix.
  • Troubleshoot issues utilizing latest versions of technologies: Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus and Malware software, Spam Filtering, and Microsoft Office Applications.

Requirements

  • A few years of related experience, preferably working with external clients in Managed Services or IT Services industry.
  • Strong written/verbal communication and customer service skills.
  • Ability to defuse potentially difficult situations.
  • Sound judgement and decision-making skills to independently make decisions affecting customers.
  • Ability to deliver excellence independently and excel in fast-paced, occasionally high stress SLA driven environment.
  • A strong attention to detail so work is accurate and complete.
  • Availability to work flexible hours, including night shifts and weekends.