Helpdesk technician

1 week ago

Taguig, National Capital Region, Philippines Eastvantage Business Solutions Inc. Full time ₱300,000 - ₱450,000 per year

This position is a full-time, remote position that is an entry level help desk position.

  • Responsible for providing support for all Action team members and third-party party users.
  • Troubleshoot and resolve hardware, software, and voice/data communication systems issues.
  • Configure and setup computers remotely. Write concise, informative tickets.
  • Follow up on all tickets in a timely manner and follow through to resolution. Excellent customer service skills (verbal and written communication skills), experience with remote support, strong problem-solving skills, and professionalism are required qualities.
  • Respond to telephone calls, emails, and requests from personnel. o Upgrade, and support PC software applications. o Configure computer equipment including desktop computers, laptop computers, VDI, printers, and networking devices
  • Document, track, and monitor the problem to ensure a timely resolution.
  • Assist with projects; Provide basic training for users
  • Assist with adding and maintaining articles in the Knowledge Base

Additional Point:

  • Sharp problem-solving skills & initiative - Ability to look solve the issue presented while also being able to recognize patterns to solve repeat issues as well as look at the big picture to prevent future issues
  • Strong oral and written communication skills - Ability to communicate with others that are not as technical to explain the issue and train them
  • Commitment to following up on all issues in a timely manner - Familiar with working in a fast paced environment where resolving issues is crucial to the success of the company
  • Commitment to uncovering the root of the issue —not applying a band aid fix
  • Ability to find the balance between researching and resolving issues on your own, while also knowing when to escalate the issue.

Qualification:

  • Understand and lives out the Action Values
  • Provides great customer experience
  • Phone, ticketing and chat knowledge
  • Knowledge MS Office Suite (Word, Excel, Outlook) skills required - some experience in Microsoft Exchange Online, Microsoft Entra, & Active Directory Users and Computers is a huge plus
  • Familiarity with Help Desk practices (ticket systems, knowledge bases, team environment, phone support, etc)
  • Familiarity with software platforms that Action currently uses (Zoom, DocuSign, Tungsten Power PDF, and Zoom Phone systems is a big plus)
  • Rely on instructions and pre-established guidelines to perform the functions of the job
  • Know the basic components of PCs and understand how they operate.
  • Associate's Degree (desirable)
  • Knowledge of Action property's business (highly desirable

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