Helpdesk Technician

Hammerjack Pty Ltd; Philippines; On-site; PHP 260,000 - 340,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a technical end-user support specialist in the Philippines. You will handle end-user issues via telephone, email, or web chat, performing repairs or maintenance actions to resolve problems and following standard procedures.

You must log incidents accurately in the ticketing system and maintain timely data entry. Requirements include a completed two-year college or Diploma/Certificate, a Bachelor's degree or IT-related vocational study is a plus, and strong English

Qualifications

• Bachelor's degree or vocational IT education is a plus.
• Minimum of two years in college or a Diploma/Certificate completed.
• Excellent oral and written English communication.
• Strong customer service skills.
• Able to handle several calls daily when necessary.
• Familiarity with PC hardware and software troubleshooting.
• Experience with software applications support (e.g., Outlook) is a plus.
• BPO/Technical Support background is an advantage.
• Familiarity with ticketing systems is a strong advantage.

Responsibilities

• Provide technical end-user support via phone, email, or live chat.
• Perform restorative or maintenance actions to resolve end-user problems.
• Respond to end-user issues following standard procedures.
• Accurately log incidents and calls in the database in a timely manner.

Skills

English communication

Customer service

Multitask handling

PC hardware troubleshooting

Software troubleshooting

Ticketing system

Outlook knowledge

Education

Bachelor's or Vocational IT education

Diploma/Certificate or 2 years college

Tools

Ticketing system

Microsoft Outlook

Job description

Details

• Provide technical end-user support via telephone, email, or web chat.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Must correctly track incidents and calls, including but not limited to entering data into the database timely and accurately.

Job Requirements

• Bachelor's degree or vocational in IT-related courses is a plus.
• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Excellent in oral and written English communication.
• Excellent customer service skills.
• Must consistently meet or exceed required performance criteria.
• Able and willing to take several calls a day when necessary.
• Familiarity and good working knowledge in PC hardware and software troubleshooting.
• Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
• Prior BPO experience in Technical Support is a plus.
• Familiarity with ticketing system, a strong advantage.
• Shift flexibility and schedule adherence are required for the position.