It Technical Support

Strategic Networks, Inc.; Quezon City; On-site; Full time

Job summary

A leading technology service provider in Metro Manila is looking for a Technical Support Specialist. The role involves managing hardware and software issues, coordinating with teams, and ensuring high-quality service delivery to clients. Candidates must have a strong focus on customer satisfaction and be able to work onsite. Immediate start is preferred.

Qualifications

• Experience in providing technical support and troubleshooting.
• Proficient in documenting resolutions and maintaining service logs.
• Ability to coordinate with team members on critical issues.

Responsibilities

• Assist end users with requests focused on service delivery quality.
• Manage hardware and software technical support issues.
• Deliver quality and compliance KPI/SLA reports.

Skills

Client satisfaction focus

Technical support

Network diagnostic skills

Incident management

Ability to escalate issues

Root cause analysis

Job description

Responsibilities

• Assist-end user on all in scope request with focus on client satisfaction, service delivery quality and technical excellence.
• Over-all 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.
• Can start ASAP
• Willing to work onsite