It Technical Support

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

Job summary

A technology support firm in Metro Manila is seeking a technical support engineer to assist end-users and manage hardware and software issues. Responsibilities include coordinating with senior engineers, documenting troubleshooting steps, and maintaining customer satisfaction. Candidates must be willing to work onsite and are expected to meet KPI targets promptly. Immediate start is preferred.

Responsibilities

• Assist end-user on all requests for client satisfaction.
• Manage and provide technical support for hardware and software issues.
• Coordinate with senior engineers on critical technical issues.
• Ensure all tasks are documented before closing tickets.
• Check end-user logs and escalate critical tickets as needed.
• Resolve assigned incident tickets within service level agreements.
• Proactively update end users on their requests.
• Perform root cause analysis for desktop environment issues.
• Maintain asset management for hardware/software.
• Analyze issues and develop resolutions timely.

Job description

• Assist end-user 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 or remote for hardware and software issues, network diagnostics 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 resolution steps prior to closing.
• Checking end-user logs.
• Must be able to escalate tickets with dependencies to respective towers/groups to resolve end-user concerns.
• Walk 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 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.
• Deliver 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.