Technical Support Analyst

2 weeks ago

Manila, National Capital Region, Philippines Guided Outsourcing LLC Full time ₱250,000 - ₱500,000 per year
Job Description

Description: The Technical Support Analyst is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Job Duties:

  • IT Support relating to technical issues involving Microsoft's core business applications and operating systems.
  • Support of disaster recovery solutions.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Basic remote access solution implementation and support: VPN and Remote Desktop Services.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.

Responsibilities:

  • System documentation maintenance and review in ConnectWise.
  • Communication with customers as required: Keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Work with the Service Coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  • Escalate service requests that require next level support.
  • Responsible for entering time and description in ConnectWise promptly and accurately.
  • Complete end-of-day time entry at the end of the day and submit time sheets promptly.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Arrive early or on-time for all in-house and customer facing meetings and conference calls as well as firm time on-site appointments.
  • Learn and use the available tools to better support our customers.

Knowledge/Skills/Abilities:

  • Advanced understanding of operating systems, business applications, printing systems, and network systems.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization's key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast moving environment.

Benefits:

  • Competitive salary and benefits package.
  • HMO with free dependent.
  • Life Insurance upon regularization.
  • Full PC set up
  • Opportunity for professional growth and development.
  • Collaborative and supportive work environment.

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