It Technical Support

Strategic Networks, Inc.; Quezon City; On-site; PHP 240,000 - 360,000; 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.
• Ensure all tasks are updated and documented including troubleshooting steps prior to closing.
• Check end-user logs and escalate tickets with dependencies to respective towers/groups to resolve concerns.
• Walk staff or clients through steps to resolve issues and take ownership of incident tickets to resolve within SLA targets.
• Proactively update end users regarding their requests and perform root cause analysis for desktop issues.
• Manage assets, analyze issues, and develop timely resolutions while maintaining high service knowledge.
• Meet attendance requirements based on SLA and strive to meet/exceed KPI targets; produce KPI/SLA reports as required.
• Willing to start ASAP and work onsite at the client site in Manila (Quezon City).

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