IT Support

We are looking for a Full-Time Technical Support Specialist for a client located in Nueva Vizcaya - This is an onsite work on a night shift schedule with up to 40K salary

Daily Duties:

Tech Connect Help Desk- Provide a single point of contact for customers needing to resolve problems with their phone or computer systems by receiving service requests via phone or chat, and logging such service requests in a complete, concise manner.

• Determine if the service request is within the department's scope of responsibility, if so, analyze and handle the request, assisting the customer until the problem is resolved.
• Direct other service requests not handled by Tech Connect to the appropriate resources to resolve the problem, then follow the problem until final resolution for the customer, ensuring work orders have been addressed and properly closed out.
• Guarantee that high levels of customer satisfaction are provided during each point of contact with customers.
• Immediately notify appropriate individuals of any problems that could potentially impact production activities and follow escalation to keep impact minimal.
• Update information on service requests as necessary, and close out service requests when customers' problems have been resolved.
• Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures.
• Set up conference bridges for customers, both on scheduled and emergency basis, ensuring that necessary conference bridge information is distributed to appropriate individuals in a timely manner.
• Compile and generate service request management and trending reports, as requested.

Technical Problem Resolution - Research and resolve basic problems escalating to appropriate departmental staff any issues that may adversely impact system.

• Provide a single point of contact for departmental staff to ensure system issues are resolved by following problem from beginning to final resolution.
• Continuously strive to provide accurate and timely evaluation of problems and recommend alternative solutions to supervisor.
• Strive to enhance the relationship with department and internal staff ensuring the highest quality, responsive service possible is provided.

Work Experience:

• Minimum two years of experience in a network operations or technical support environment required.

Time Spent in pursuit of a degree (e.g., Associates, etc.) can be substituted in lieu of experience requirements.

Technical:

• Knowledge of Windows operating systems preferred.

Knowledge of PC/LAN environments preferred.

• Knowledge of Genesys PureConnect and/or Avaya preferred.
• Powershell scripting, C, Windows systems preferred.

Other:

• MS Outlook at an intermediate level required
• MS Teams at an intermediate level required
• MS Word at an intermediate level required
• MS Excel at an intermediate level required