Service Desk Engineer I

5 days ago

Manila, National Capital Region, Philippines Redpoint Global Inc. Full time

The
Service Desk Engineer I serves as the initial point of contact for customers seeking technical assistance. This role involves troubleshooting, diagnosing, and resolving basic technical issues, as well as escalating more complex problems to higher-tier support.

Responsibilities:

  • Triage all incoming support requests via ticketing systems, with high focus on Priority 1 (P1) and Priority 2 (P2) tickets.
  • Respond to customer queries via support tickets, email, and phone in a timely and professional manner.
  • Diagnose and resolve basic technical issues by guiding customers through problem-solving processes.
  • Escalate unresolved issues to Tier 2 support engineers and gather all required information (log files, diagnostic files etc.).
  • Maintain detailed records of customer interactions and technical issues in the ticketing system.
  • Follow up with customers regularly to ensure their technical issues are resolved satisfactorily.
  • Stay updated with the company's products, services, and any new developments.
  • Perform remote technical troubleshooting through diagnostic and pertinent questions.
  • Provide excellent customer service and maintain high customer satisfaction levels.

Requirements:

  • BS degree in Computer Science, Engineering, or related field; additional technical training or certifications are a plus.
  • Basic understanding of computer systems, mobile devices, and other tech products.
  • Basic knowledge in Microsoft Azure a plus.
  • Basic knowledge in Microsoft Windows Server and Ubuntu Server Operating Systems.
  • Basic knowledge Microsoft SQL Server a plus.
  • Proven track record in supporting MarTech or CDP a plus.
  • Strong problem-solving skills and attention to detail.
  • Excellent communication and interpersonal skills.
  • Strong customer service-oriented thinking.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Ability to work independently and as part of a team.
  • Strong verbal and written English communication skills.

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