Field Technical Support Specialist

PRO-SOLUTIONS TECHNOLOGIES CO; Nueva Ecija; On-site; PHP 279,000 - 502,000; Full time

Job summary

PRO-SOLUTIONS TECHNOLOGIES CO is seeking an on-site Installation and Maintenance specialist to set up software, hardware, and network systems at client locations in the Philippines. You will perform routine maintenance, assist school personnel, and ensure installations meet company standards.

The role includes diagnosing issues, providing training, and collaborating with the Support and Development teams to improve systems. A IT-related degree and driving capability are required.

Qualifications

• Basic knowledge of computer hardware, software installation, networking, and troubleshooting.
• Customer-oriented and able to maintain professionalism when dealing with clients and school personnel.
• Willing to undergo company orientation and technical training in Malolos, Bulacan for 6 months.
• Good communication and interpersonal skills for assisting and training non-technical users.
• Must be able to drive a four-wheeled vehicle and/or motorcycle.

Responsibilities

• Install, configure, and set up software solutions, hardware, and network systems at client locations.
• Conduct routine maintenance, system updates, and troubleshooting of installed systems.
• Ensure that all installations are performed in accordance with company standards and client requirements.
• Diagnose and resolve software, hardware, and network-related issues at client sites.
• Provide training, assistance, and technical guidance to school personnel on the proper use of installed systems.
• Collaborate with the Technical Support Lead and Development Team in addressing complex technical concerns.
• Serve as the primary technical contact for client concerns and system-related issues during on-site engagements.
• Maintain a professional, responsive, and customer-focused approach when dealing with clients.
• Gather and provide client feedback to help improve system usability and overall user experience.
• Maintain accurate records of on-site visits, reported issues, troubleshooting activities, and resolutions.
• Document and report recurring technical concerns to the Technical Support Lead for appropriate action.
• Assist in preparing and updating user manuals, technical documentation, and troubleshooting guides for clients.
• Ensure that all required tools, devices, equipment, and software are available and properly prepared for on-site assignments.
• Monitor and maintain records of company-owned equipment deployed at client locations.
• Immediately report damaged, lost, or missing company equipment to management.
• Collaborate with the Technical Support and Development Teams to support system improvements and enhance functionality.
• Stay informed about company software updates, relevant technologies, and technical developments.
• Recommend improvements to installation, troubleshooting, and technical support processes based on field experience

Skills

Hardware basics

Software install

Networking basics

Troubleshooting

Customer service

Communication skills

Driver's license

Education

Bachelor's degree in IT/CS/Engineering

Job description

1. On-Site Installation and Maintenance

• Install, configure, and set up software solutions, hardware, and network systems at client locations.
• Conduct routine maintenance, system updates, and troubleshooting of installed systems.
• Ensure that all installations are performed in accordance with company standards and client requirements.

2. Technical Support and Troubleshooting

• Diagnose and resolve software, hardware, and network-related issues at client sites.
• Provide training, assistance, and technical guidance to school personnel on the proper use of installed systems.
• Coordinate with the Technical Support Lead and Development Team in addressing complex technical concerns.

3. Customer Service and Client Support

• Serve as the primary technical contact for client concerns and system-related issues during on-site engagements.
• Maintain a professional, responsive, and customer-focused approach when dealing with clients.
• Gather and provide client feedback to help improve system usability and overall user experience.

4. Documentation and Reporting

• Maintain accurate records of on-site visits, reported issues, troubleshooting activities, and resolutions.
• Document and report recurring technical concerns to the Technical Support Lead for appropriate action.
• Assist in preparing and updating user manuals, technical documentation, and troubleshooting guides for clients.

5. Equipment and Inventory Management

• Ensure that all required tools, devices, equipment, and software are available and properly prepared for on-site assignments.
• Monitor and maintain records of company-owned equipment deployed at client locations.
• Immediately report damaged, lost, or missing company equipment to management.

6. Collaboration and Continuous Improvement

• Collaborate with the Technical Support and Development Teams to support system improvements and enhance functionality.
• Stay informed about company software updates, relevant technologies, and technical developments.
• Recommend improvements to installation, troubleshooting, and technical support processes based on field experience

Qualifications:

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field
With experience in technical support, field support, IT operations, or a related role is an advantage.
Basic knowledge of computer hardware, software installation, networking, and troubleshooting.
Customer-oriented and able to maintain professionalism when dealing with clients and school personnel.
Willing to undergo company orientation and technical training in Malolos, Bulacan for 6 months
Good communication and interpersonal skills, with the ability to assist and train non-technical users.
Must be able to drive a four-wheeled vehicle and/or motorcycle.