Technical Support Engineer

2 days ago

Cebu City, Central Visayas, Philippines Tahche Outsourcing Services Full time ₱1,200,000 - ₱2,400,000 per year


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


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