IT Support Specialist

5 days ago


Quezon City, National Capital Region, Philippines IT Group, Inc. Full time

The role of the Technical Support Engineer at IT Group, Inc. involves providing top-notch technical support and service dispatch to customers, both internal and external, across various practice areas.

Key Responsibilities
  • Provide Direct Support: Offer first-level support via phone, email, web, or any other means, including answering RFIs, onsite and remote assistance, initial troubleshooting using the knowledge base as a reference, password resets, and ticket routing.
  • Escalate When Necessary: Escalate issues to Level 2, 3, and principal teams when required, ensuring timely resolution of incidents and requests.
  • Monitor and Report: Track premium hours spent, renewal of managed support services, incident reports, and service requests, identifying recurring patterns and reporting them to relevant teams.

Requirements

  • A degree in Engineering or Computer Science-related courses is mandatory.
  • At least 2-3 years of experience in a similar position, working for an IT services and solutions company, is necessary.
  • Familiarity with Linux Operating System, DBA, or Database administration is a must.
  • RHCSA certification is highly preferred.
  • Candidates should be willing to work on a flexible schedule and be based in Quezon City.


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