Remote Support Engineer

1 week ago

Cebu City, Central Visayas, Philippines Tahche Outsourcing Services Inc. Full time

Our US Partner Client is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.

As a Technical Support Engineer, you will have responsibility for remote client support, as well as infrequent onsite support, including heavy interaction with end-users in diverse computing environments.

This is a full-time role, on a US shift and on a Work in the office set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES AND RESPONSIBILITIES:

  • Ability to handle diverse computing environments in a wide cross section of business clients
  • Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution
  • Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause
  • Sets client expectations appropriately throughout the troubleshooting process
  • Utilizes appropriate software utilities and and vendor or application specific tools to provide fastest resolution of customer incidents
  • Monitor the Remote Service Center (RSC) Service Board for newly created service tickets
  • Prioritize tickets created
  • Follow best practices for escalating tickets to Tier 2 engineers
  • Communicate steps taken during troubleshooting and resolutions through clear non-technical communication
  • Demonstrate the correct level of urgency while resolving client incidents
  • Resolution of incidents/requests related to, but not limited to the following:
  • Mail Application/Office 365 issues
  • Client/Server Connectivity issues (per SOP)
  • Time Sensitive and VIP Workstation incidents
  • File Restores
  • Remote Access incidents (Citrix and Terminal Services)
  • Password Resets
  • Networked Printer Issues

QUALIFICATIONS:

  • At least 3-5 years of solid desktop support experience
  • Knowledge of mobile device configurations and troubleshooting
  • Experience installing, troubleshooting and customizing Microsoft Office including Outlook configurations
  • Experience troubleshooting workstation hardware issues
  • Knowledge and experience with Active Directory
  • Strong problem-solving skills with the ability to prioritize and coordinate tasks

Other Preferred Technical Knowledge:

  • In depth knowledge of Windows OS (7, 8.1, 10, etc.)
  • Experience with Windows Server
  • Experience with monitoring and remote management tools
  • Experience with Apple OS
  • Experience with VMWare

Preferred Certifications:

  • CompTIA Net +
  • Microsoft: MCP/MCITP/MCSA

WHAT'S IN IT FOR YOU?

  • Full-time permanent position
  • Competitive compensation package and benefits
  • Be part of a dynamic US Team
  • 13th-month pay
  • Paid Leaves, commutable to cash
  • Access top-tier health insurance, including dental coverage.
  • Personal development and training opportunities
  • We cover Government-mandated benefits (SSS, Phil health, Pag Ibig, Maternity or Paternity leave benefit, Solo Parent Leave, etc.)
  • Participate in a variety of activities, including team outings, sports events, and other fun events to foster camaraderie.

Follow us on our official social media platforms and be updated with the latest news and hirings

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Apply now and be part of Tahche

Job Types: Full-time, Permanent

Benefits:

  • Company events
  • Health insurance
  • Paid training

Ability to commute/relocate:

  • Cebu City: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

  • solid desktop support: 1 year (Preferred)

Work Location: In person

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