IT Technical Support

Strategic Networks, Inc.; Parañaque; On-site; PHP 279,000 - 390,600; Full time

Job summary

A technology solutions provider is looking for a technical support specialist in Metro Manila to assist users with hardware and software issues. The role involves managing support tickets, ensuring customer satisfaction, and working on-site. Ideal candidates should have technical expertise and strong communication skills. Starting ASAP.

Qualifications

• Experience in providing technical support for hardware and software issues.
• Ability to document troubleshooting and resolution steps.
• Strong communication skills for assisting end users.

Responsibilities

• Assist end users with technical support requests.
• Manage and document incidents effectively.
• Coordinate with senior team members on critical issues.

Skills

Technical support

Customer service

Problem solving

Root cause analysis

Job description

Job Description

• Assist end users on all in-scope requests with focus on client satisfaction, service delivery quality and technical excellence.
• Over-all responsible for the management, maintenance and provision of technical support via onsite, phone, email and/or remote on hardware and software issues, network diagnostic and repair.
• 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 to closing.
• Checking of end-user logs.
• Escalate tickets with dependencies to respective towers/group to resolve end-user concerns.
• Walkthrough staff or clients through a 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 regarding their requests.
• Ability to perform root cause analysis and technical reports for issues involving the desktop environment.
• 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 exceed KPI targets set by the client.
• Deliver quality, productivity, and compliance KPI/SLA reports on daily, weekly, and monthly bases.
• Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.

• can start ASAP
• Willing to work onsite

Working Location

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