Application Support (Helpdesk)

Indra Group; Hinoba-an; Hybrid; PHP 201,000 - 290,000; Full time

Job summary

Indra Group in the Philippines is seeking an Application Support (Helpdesk) professional to provide on-site technical assistance for Toll Collection System users. You will respond to requests via OTRS, perform initial investigations, diagnose hardware and software issues, and log interactions.

The role requires less than 2 years of experience, willingness to work non-traditional schedules, and readiness to be based in Sta. Rita Bulacan or surrounding areas.

Qualifications

• At least 1 year of technical support or IT help desk experience
• Basic knowledge of software/hardware and operating systems
• Experience researching and resolving automated system problems
• Familiar with troubleshooting and providing help desk support
• SQL knowledge is a plus
• Willing to work non-traditional schedules incl. weekdays off and holidays
• Willing to be assigned in Sta. Rita Bulacan or reside nearby

Responsibilities

• Responds to Toll Collection System requests for technical assistance via in-person, phone, chat, or email
• Conducts initial investigation on TCS issues
• Diagnoses and resolves hardware and software problems
• Tracks and routes problems and documents resolutions
• Escalates urgent situations as needed
• Updates knowledge-based documents for reference
• Logs all helpdesk interactions
• Advise end user on the appropriate action to be performed in the system
• Redirect issues to the involved resource

Skills

Technical support

SQL knowledge

Troubleshooting

Communication skills

OTRS Ticketing System

Tools

OTRS Ticketing System

Job description

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Application Support (Helpdesk)

Location: Philippines, 03, PH

Profile: Mobility & Prointec

Required experience: Less than 2 years of experience

Working mode: On-site

Responsibilities:

• TCS Application Support Duties and Responsibilities
• Responds on-time to Toll Collection System requests for technical assistance either in person via OTRS Ticketing System phone chat or email.
• Conducts initial investigation on the new and recurring TCS issues.
• Identifies and escalates situations requiring urgent attention.
• Diagnose and resolves technical hardware and software issues.
• Tracks and routes problems and requests and document resolutions.
• Reviews and updates knowledge-based documents for TCS issues resolution references when applicable.
• Advise end user on the appropriate action that should be performed in the system.
• Log all helpdesk interactions
• Redirect issues to the involved resource

Qualifications:

• With at least one year or more technical support or IT Service Desk experience
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Experienced researching, analyzing and interpreting automated system problems
• Related experience and training in troubleshooting and providing help desk support
• Knowledgeable in SQL is a plus.
• Can work with minimum supervision
• Willing to work non-traditional schedules, weekdays off, and holidays.
• Willing to be assigned in Sta. Rita Bulacan preferably residing in Bulacan.