Technical Support Specialist

17 hours ago

Manila, National Capital Region, Philippines beBeeTechnical Full time ₱250,000 - ₱450,000

As a technical support specialist, you will be the primary point of contact for end users seeking IT assistance. Your role involves answering calls, chats, and emails, resolving basic IT issues, and documenting issues to be handed off to an application support team.

You will work with various technologies and software such as Windows 10, Microsoft Office, network connectivity, VPN, Citrix, and Mobile Device Management.

Key Responsibilities
  • Provide high-level professionalism and customer service.
  • Serve as the first point of contact for end users seeking IT assistance.
  • Support multiple technologies and software.
  • Analyze user needs through qualifying questions over the phone and using remote applications for diagnosis.
  • Perform remote troubleshooting using diagnostic techniques and remote software.
  • Handle user calls about issues, resolve during the call, or document and escalate as needed.
  • Guide users through IT problem-solving or workflow processes.
  • Document requests and incidents accurately in ticketing systems.
  • Identify and escalate high-priority issues appropriately.
  • Document investigations and resolutions promptly, using research to diagnose issues.
  • Educate yourself on help desk procedures and services.
Required Skills and Qualifications
  • Possess excellent customer service and communication skills.
  • Have at least one year of experience in IT Service Desk or support.
  • Knowledge of computer systems/software is necessary.
  • ITIL training or experience is preferred.
  • Industry certifications are advantageous.
  • Proficiency in English is required; Spanish is a plus.
  • A passion for technology and strong typing skills are beneficial.
  • Problem-solving skills across repetitive tasks are essential.
  • Strong attention to detail and organizational skills are necessary.
Benefits
  • Seniority level: Entry level.
  • Employment type: Full-time.
  • Job function: Information Technology.
  • Industries: IT Services and Consulting.

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