IT Technical Support

Strategic Networks, Inc.; Makati; On-site; PHP 223,200 - 334,800; Full time

Job summary

A technology solutions provider in Metro Manila seeks an IT Support Technician to assist end users and manage hardware/software issues. Candidates should have a Bachelor’s degree in IT or Computer Science and strong troubleshooting skills. This role emphasizes customer satisfaction and quality service delivery.

Qualifications

• Less than 1 year of experience in IT support or related roles.
• Detail-oriented, patient, and adaptable with a strong willingness to learn.

Responsibilities

• Assist end user on all requests focusing on client satisfaction.
• Manage hardware and software issues, providing technical support.
• Update and document all tasks including troubleshooting steps.

Skills

Troubleshooting hardware/software issues

Excellent communication skills

Customer service-oriented

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Job description

Responsibilities

• Assist end user on all in scope request with focus on client satisfaction, service delivery quality and technical excellence.
• Overall responsible for the management, maintenance and provides technical support via onsite, phone, email and or remote on hardware and software issues, network diagnostic and repair.
• Must be able to coordinate with Senior Technical Support Engineer and Team Leader on any critical technical issues.
• Ensure all tasks are updated and documented including troubleshooting and resolutions steps prior closing.
• Checking of end-user log
• Must be able to escalate tickets with dependencies to respective towers/ group to resolve the concerns of end user.
• Walkthrough staff or clients through series of actions to resolve issues.
• Take ownership of assigned incident tickets and resolve within the agreed service level and targets.
• Proactively update end users with regards to their request.
• Ability to perform root cause analysis and technical reports for issues involving desktop environment.
• Asset Management.
• Analyze and respond to issues and develop resolutions in a timely manner.
• Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.
• Take full responsibility and the required action for the assigned tasks.
• Meet and adhere to attendance requirements based on Service Level Agreement
• Meet and exceeds KPI targets set by the client.
• Delivers quality, productivity, and compliance KPI/ SLA reports on daily, weekly, and monthly reports.
• Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.

Qualifications

• Educational Qualifications: Bachelor’s degree in Information Technology, Computer Science, or related field.
• Experience Level: Less than 1 year of experience in IT support or related roles.
• Skills and Competencies: Proficient in troubleshooting hardware/software issues, excellent communication skills, customer service-oriented.
• Working Conditions: Office environment, possible remote support, occasional overtime required.
• Qualities and Traits: Detail-oriented, patient, and adaptable with a strong willingness to learn.