Technical support engineer

5 days ago

Cebu City, Central Visayas, Philippines Tahche Outsourcing Services Inc Full time ₱900,000 - ₱1,200,000 per year

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 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

WHAT'S IN IT FOR YOU?

  • Full-time permanent position
  • Competitive compensation package and benefits
  • Be part of a dynamic US Team
  • 13th-month pay
  • Paid Leaves, commutable to cash
  • Access top-tier health insurance, including dental coverage.
  • Personal development and training opportunities
  • We cover Government-mandated benefits (SSS, Phil health, Pag Ibig, Maternity or Paternity leave benefit, Solo Parent Leave, etc.)
  • Participate in a variety of activities, including team outings, sports events, and other fun events to foster camaraderie.

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