Global IT Support Specialist

1 week ago

Dasmariñas, Calabarzon, Philippines beBeeTechnical Full time ₱40,000 - ₱55,000
Job Description

We are seeking a highly skilled Technical Support Specialist to join our team. The ideal candidate will possess excellent technical knowledge, strong communication skills and the ability to work in a fast-paced environment.


Key Responsibilities
  • Troubleshoot and resolve IT issues: Interact with global remote work at home analysts via phone, email, instant message, etc. to understand their IT issues, then troubleshoot, diagnose and resolve these IT issues involving multiple systems.
  • Log tickets: Log tickets for each call with clear, and concise documentation of all actions performed in near real-time.
  • Maintain high service levels: Maintain a CSAT score of 98/10 based on user feedback and an individual Service Level Objective of 90% minimum across all tickets regardless of Severity with a maximum re-open rate of 10%.
  • Analyze incident trends: Perform ticket issue trend analysis to identify recurring incidents and issues, and then lead the efforts within IT to determine the root cause(s), the mitigation to prevent reoccurrence, and ensure the mitigation is deployed globally.

Required Skills and Qualifications
  • Technical expertise: Comprehensive experience with Mac OS and Windows and efficiency in utilizing general office applications (MS office applications) and communication tools (Email Clients, Corporate Instant Messaging).
  • Communication skills: Excellent written and oral communication skills.
  • Experience: Experience working in a Shared Service Environment.

Benefits

This role offers a unique opportunity to work with a leading organization and contribute to the success of our team. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.


Others
  • Collaboration: Coordinate with the necessary teams to attend to an incident with all actions, information documented properly and timely. Escalate when issues are not getting resolved.
  • Outage identification: Help identify outages that impacts the business.
Key Performance Indicators (KPIs):
  1. CSAT score: 98/10
  2. Service Level Objective: 90%
  3. Re-open rate: 10%

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