Technical Support Specialist

1 week ago


Taguig, National Capital Region, Philippines Ayuda Business Management solution Inc Full time
Job Summary

To provide high-quality, first-line technical support to external customers, assisting them with hardware and software issues via phone, email, chat, or other communication solutions.

The IT Service Desk Agent plays a crucial role in ensuring that a continually high level of service is provided to customers. This includes effectively managing available resources, including equipment, information, and technologies, to maintain a quality business relationship with all customers.

Main Responsibilities:
  • To provide 1st line technical support, answering support queries via phone and email, or other communication solutions (e.g., Chat, self-service Portal)
  • Provide professional IT services in an efficient manner
  • Maintain a quality business relationship with all customers
  • Make effective use of procedural, informational, and technical documentation
  • Share knowledge with other team members as appropriate
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles

Key Skills and Qualifications:
  • Knowledge and experience in using ticket logging systems
  • Good understanding and troubleshooting skills of PC hardware and software, set-up, and configuration
  • Incident management and request management background
  • IT support service management experience in a multinational corporate environment
  • Strong knowledge of Microsoft-based operating systems and peripherals - such as desktop and network printers/copiers
  • Knowledge and experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)
  • Knowledge and experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint – at least to version of Office
  • Knowledge and experience using and providing support with the following technology:
    Active Directory
    Office 365, Google Suite
    Service Now, Remedyforce

Benefits:
We offer a range of benefits, including competitive compensation packages, HMO/Medical and dental coverage, life insurance, non-taxable allowances, night differential, and more.

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