IT Technical Support

Strategic Networks, Inc.; Pampanga; On-site; PHP 200,000 - 320,000; Full time

Job summary

A technology solutions provider located in Pampanga is seeking a technical support professional. The role involves resolving service requests, providing IT support both locally and remotely, and ensuring all incidents are managed effectively. Candidates should possess strong technical skills and a commitment to delivering excellent customer service. This position may require flexibility to work outside business hours.

Qualifications

• Good understanding of IT infrastructure and networks.
• Strong problem-solving and communication skills.
• Ability to work outside business hours when needed.

Responsibilities

• Works with Field Support Engineer and Service Desk team to resolve service requests.
• Trains Field Support Engineers during on-site activities.
• Guides installations on client’s IT Shared System.
• Responds to incident tickets within agreed SLA.
• Monitors equipment and prepares purchasing requests.
• Escalates unresolved service issues.
• Manages network and server requests.
• Conducts preventive maintenance on IT equipment.
• Provides local or remote IT support.
• Analyzes issues and develops timely resolutions.
• Communicates with clients regarding incident progress.
• Mentors Field Support Engineers.
• Takes responsibility for assigned tasks.
• Adheres to attendance requirements.

Job description

• Works hand-in-hand with Field Support Engineer, Dispatch and Service Desk team in attending and resolving all service request assigned per region/ area.
• Technical focal point, escalation for any question/ issues raised by Field Support Engineers during an on-site activity. This may require working outside business hours.
• Remotely or guide installations on our client’s IT Shared System.
• Respond and resolve incident tickets assigned by I.T. Dispatch Coordinators and Service Desk Engineer within theagreed SLA’s.
• Monitoring equipment, preparing purchasing requests for materials needed for each project and writing daily and monthly reports regarding maintenance work provided.
• Escalate service issues that cannot be completed within agreed Service Levels.
• Acts as hands and eyes for all network and server related requests or incidents.
• Maintains all I.T. equipment’s at client’s stores and offices by conducting proactive preventive maintenance.
• Provides support and troubleshooting to resolve all IT related issues locally or remotely from Stores, internal departments and external providers, vendors, or clients.
• Analyze issues and develop resolutions in a timely manner.
• Ensure escalation situations are managed, corrected quickly, professionally, and proper communicate with client regarding incidents, progress and notify impending changes or outages.
• Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.
• Mentor and guides Field Support Engineer in providingsolutions that help excellent customer experience.
• Take full responsibility and the required action for the assigned tasks.
• Meet and adhere to attendance requirements based on Service Level Agreement.