Desktop Support Technician

2 weeks ago

Greenhills Metro Manila, Philippines aa9acd0b-7162-4a5e-89d2-0073d0737d5a Full time $36,000 - $48,000 per year

About Company

Transparent BPO is a leading provider of contact center BPO services. Through talent, process and technology we integrate with our client's brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

Overview

We are seeking a Desktop Support Technician to join our team. The Desktop Support Technician will be able to support the customer with most technical issues from computers, printers, monitors, software, and phones. You will strive to achieve the best customer support through training, knowledge, and ingenuity. You always pride yourself in proper office etiquette and display professionalism.

Responsibilities

  • Work as part of a Desktop Support Team, answering questions and resolving software and hardware issues for employees either in person, via phone or through an enterprise ticketing system.
  • Accept technical support calls and emails to the IT Department and track issues to resolution via an enterprise help desk system.
  • Respond to telephone support calls, email, and internal requests. This requires support for Accounting, Payroll and HR software applications along with PC and Windows troubleshooting.
  • Typical duties may include setup of user accounts, resetting of user passwords, general technology questions, setup and basic troubleshooting of PCs, mobile devices, printers and phones, and configuration and shipping of other devices as well.
  • Document, track, and monitor problems to ensure timely resolution of issues. Provides hands-on or virtual training to help resolve user issues and develops troubleshooting guides and tips sheets as required.
  • Learning new skills from Tier 2 level teams for job mobility.
  • Writing knowledge documents for training and educational purposes.
  • Project work to assist upper-level teams and gain hands-on experience for more complex duties.

Requirements

  • 3-5 years of IT experience
  • In depth knowledge of both MAC and Windows environments
  • Strong knowledge of both MAC and Windows desktop environments.
  • Knowledge of Microsoft server products, especially Active Directory and Azure.
  • Proficient with Microsoft Office with emphasis on Excel and Word.
  • Experience with Office 365 is a plus.
  • CompTIA, Microsoft, or other technical certifications preferred.
  • Must have knowledge of MAC OS and how to troubleshoot issues with the hardware.
  • Exceptional customer service skills in person, over the phone, and through electronic communication.
  • Associate degree (A.A.) in relevant technical field from two-year college or university; or 1 year of related experience and/or training; or equivalent combination of education and experience.
  • Ability to triage and troubleshoot unfamiliar issues.
  • Willingness to learn new technologies.
  • Associate degree in technical field desired
  • A+, Technical Certifications desired

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