Technical Support Specialist

1 month ago

Taguig, National Capital Region, Philippines Strategic Networks Inc. Full time
Job Description:

As a key member of the Strategic Networks Inc. team, we are seeking an exceptional Technical Support Specialist to join our ranks. This role is perfect for individuals who thrive in fast-paced environments and have a passion for delivering top-notch customer service.

About the Role:
This position entails providing timely and effective technical support to clients, ensuring their IT-related issues are resolved promptly and efficiently. You will work closely with cross-functional teams to identify and address complex problems, applying your analytical skills to deliver innovative solutions. Your excellent communication skills will enable you to build strong relationships with stakeholders at all levels, fostering a collaborative and supportive environment.

Key Responsibilities:

  • IT System Problem Handling and Resolution: Respond to or resolve IT system problems, striving for first-call resolution and escalating to second-line support when necessary.
  • IT Equipment Problem Solving: Coordinate the service desk's unified scheduling and transfer issues to the appropriate maintenance personnel based on problem type.
  • IT-Related Complaint Handling: Manage IT-related customer complaints received from the Customer Service Center, collecting, summarizing, and reporting them promptly to ensure smooth communication, timely processing, accurate statistics, and genuine feedback.
  • IT Fault/Alarm Management: Oversee IT fault/alarm scheduling and distribution of fault tickets, notifying and dispatching second-line support as needed.
  • Ticket and Task Management: Ensure timely follow-up on tickets and tasks related to operation metrics assessment.
  • Evaluation Responsibilities: Evaluate the performance of operations and maintenance personnel.
  • Morning and Evening Inspections: Conduct daily inspections as per schedule, providing detailed reports after each inspection.
  • Knowledge Summary and Documentation: Summarize daily service request knowledge, document valuable information, and submit it to the knowledge base administrator.
  • 24/7 Support Compliance: Maintain readiness for 24/7 support, adhering to established procedures and guidelines to ensure consistent service delivery.


Requirements:
To succeed in this role, you should possess:


  • A Bachelor's degree in any field.
  • Excellent verbal and written communication skills.
  • A pleasing personality and keen attention to detail.
  • A willingness to work in a hybrid setup in BGC, Taguig.
  • The ability to start immediately.


Salary Range:
We offer a competitive salary range of PHP 50,000 - PHP 70,000 per month, commensurate with experience. If you're a motivated individual looking to make a real impact in the tech industry, please submit your application.

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