Technical Support Specialist

1 week ago

Quezon City, National Capital Region, Philippines Strategic Networks Inc. Full time

Strategic Networks Inc. is seeking a highly skilled Technical Support Specialist to join our team.

About the Role

We are looking for a dedicated and detail-oriented individual to provide top-notch technical support to our clients. As a Technical Support Specialist, you will be responsible for assisting end-users with hardware and software issues, network diagnostics, and repairs. Your primary focus will be on delivering exceptional client satisfaction, ensuring service delivery quality, and maintaining technical excellence.

Key Responsibilities
  • Provide technical support via various channels (onsite, phone, email, remote) for hardware and software issues, network diagnostics, and repairs;
  • Manage, maintain, and troubleshoot technical problems in a timely and efficient manner;
  • Collaborate with Senior Technical Support Engineers and Team Leaders to resolve critical technical issues;
  • Set up new user accounts and profiles, and walk through staff or clients through series of actions to resolve issues;
  • Take ownership of assigned incident tickets and resolve within agreed service level and targets;
  • Proactively update end-users regarding their requests;
  • Analyze and respond to issues and develop resolutions in a timely manner;
  • Maintain a high level of program and service knowledge to provide best-value based technical solutions to customers;
  • Take full responsibility and required action for assigned tasks;
  • Meet and adhere to attendance requirements based on Service Level Agreement;
  • Meet and exceed KPI targets set by the client;
  • Deliver quality, productivity, and compliance KPI/SLA reports on daily, weekly, and monthly basis;
  • Maintain an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers;
Requirements

To succeed in this role, you must have excellent communication and problem-solving skills, as well as the ability to work effectively in a team environment. You should also possess strong analytical and troubleshooting skills, with the ability to think critically and come up with creative solutions.

A minimum salary of $60,000 per annum, based on experience, location, and industry standards, is offered to the successful candidate. Strategic Networks Inc. offers a comprehensive benefits package, including health insurance, retirement plans, paid time off, and career development opportunities.

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