IT Technical Support Officer

ECOSHIFT CORPORATION; Hinatuan; On-site; PHP 400,000 - 600,000; Full time

Job summary

A technology solutions provider is seeking a Technical Support Officer based in Hinatuan, Philippines. The role involves diagnosing and repairing faults, resolving network issues, and providing customer support. Candidates should have a college degree in IT and 1-2 years of experience in desk side support. This position requires excellent customer service and communication skills and the ability to work under pressure.

Qualifications

• 1-2 years of related work experience in end user/desk side support.
• Familiar with ITIL.
• Working knowledge on IT Ticketing System.

Responsibilities

• Respond to emails, chats, and phone calls regarding IT requests.
• Troubleshoot setup for all IT reported requests and incidents.
• Support the roll-out of new applications.

Skills

Excellent customer service skills

Good communication skills

Good interpersonal skills

Ability to work under pressure

Result and customer oriented

Education

College graduate of any IT related 4 years course

Tools

Manage Engine Service Desk Ticketing System

Remote desktop applications and help desk software

Job description

Job Purpose

The role of the Technical Support Officer will be diagnosing and repairing faults, resolving first level network and system issues, and installing and configuring hardware and software.

Duties And Responsibilities

• Serve as a single point of contact responding emails, chats, and phone calls from internal staff regarding IT requests, issues, and queries.
• Ensure proper recording and monitoring inquiries, requests and incidents using the ticketing system by the company.
• Provides first line troubleshooting / setup for all IT reported requests and incidents.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Managing multiple cases at one time.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Continuously improve and upgrade technical knowledge and skills through training and certification.
• Participate in 24x7 on-call support rotation schedule.
• Supporting the roll-out of new applications.
• Identifying hardware and software solutions.
• Troubleshooting technical issues.
• Diagnosing and repairing faults.
• Resolving network issues.
• Installing and configuring hardware and software.
• Speaking to customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking customers through a series of actions to resolve a problem.
• Following up with clients to ensure the problem is resolved.
• Replacing or repairing the necessary parts.
• Supporting the roll-out of new applications.
• Providing support in the form of procedural documentation.
• Managing multiple cases at one time.
• Testing and evaluating new technologies.
• Conducting electrical safety checks on equipment.
• Assist physical inventories of PCs, servers, and peripherals.
• Assist in retrieval and deployment of IT Assets.

Qualifications

• College graduate of any IT related 4 years course.
• 1-2 years of related work experience in end user/desk side support with required knowledge, skills, and abilities.
• Familiar with Manage Engine Service Desk Ticketing System.
• Experience with remote desktop applications and help desk software.
• Working knowledge on IT Ticketing System.
• Excellent customer service skills.
• Good communication skills.
• Good interpersonal skills.
• Result and customer oriented.
• Ability to work under pressure.
• Can work on shifts including holiday and weekends.
• Familiar with ITIL.