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IT Service Delivery Specialist

2 weeks ago

Manila, National Capital Region, Philippines TGI Full time
Job Description

We are seeking an experienced IT Service Delivery Specialist to provide remote and onsite technical support for a wide range of IT systems and address various technical concerns of our clients. The ideal candidate will have excellent problem-solving skills and a strong commitment to delivering exceptional customer service.

Duties and Responsibilities:

  • Technical Support:
    • Provide first-line support for client technical issues via phone or email, or onsite visits
    • Troubleshoot and resolve hardware, software, and connectivity issues efficiently
    • Escalate complex issues to Level 2 or Level 3 support as necessary, ensuring proper documentation and follow-up
    • Ensure client service level agreements (SLAs) are met consistently
  • Documentation:
    • Maintain accurate and up-to-date records of support requests, resolutions, and technical procedures
    • Contribute to creating and updating knowledge base articles and user guides
  • Customer Service:
    • Respond promptly to customer inquiries and issues, ensuring a high level of satisfaction
    • Communicate technical information clearly even with non-technical users
    • Build and maintain positive relationships with clients and team members

Requirements:

  1. Education:
    • Bachelor's degree in information technology, ECE, Computer Science, or a related field
  2. Experience/Training:
    • Preferably 1-2 years of experience in an onsite technical support role, but fresh graduates are welcome to apply
  3. Competency:
    • Technical Skills:
      • Basic knowledge of IT systems and troubleshooting methodologies
      • Familiarity with a broad range of IT hardware and software solutions
    • Soft Skills:
      • Strong problem-solving and analytical skills
      • Excellent verbal and written communication skills
      • Ability to work independently and as part of a team
  4. Valid Driver's License:
    • Should possess a valid driver's license with motorcycle eligibility