Technical Support Specialist

1 week ago

Mandaluyong City, National Capital Region, Philippines beBeeHelpdesk Full time ₱800,000 - ₱1,200,000

Job Title: Helpdesk Analyst

Primary Purpose of Position

As a key member of our support team, you will be responsible for providing high-quality front-line application support to our business.

  • Acting as the officer in charge in the absence of senior analysts and helpdesk team leads.
  • Providing extended operating hours support to relieve corporate resources and improve their capabilities.
Key Responsibilities

Under the leadership of the helpdesk team lead, you will be expected to:

  • Assist in coaching and mentoring associate help desk analysts to achieve team and individual performance standards.
  • Respond to telephone calls, personal requests, and emails requesting help relating to access to SJgroup.
  • Identify critical system and network issues, escalate, and liaise with senior helpdesk analysts or second-level technical support until resolution.
  • Maintain relevant information in the SJGroup Ticketing application.
  • Prepare guides and documentation on application support issue identification and resolution.
  • Participate in system testing, UAT (User Acceptance Testing), and implementation processes for enhancements and issue resolutions.
  • Ensure Service Level Agreements and Standard Operating Procedures are met.
Required Skills and Qualifications

To succeed in this role, you will need:

  • A bachelor's degree in an IT-related field.
  • Minimum 5 years of relevant experience in a technical support environment.
  • Excellent communication skills on the telephone and via email.
  • Strong customer service experience and focus.
  • Excellent problem analysis and resolution skills.
  • Good working knowledge of Active Directory, Exchange, and Office 365.
  • Ability to troubleshoot general applications, including office suites, operating systems, VPNs, and Internet Explorer.
  • Experience with ERP systems such as Epicor or SAP is desirable.
  • Ability to work unsupervised and previous experience working in an in-house IT service.
  • Strong understanding of SLAs/KPIs.
  • Goal-oriented, self-motivated, and a team player.
  • Willingness to work on a 24x7 shifting schedule, including weekends.

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