Technical Support Specialist

Concentrix; Mandaluyong; On-site; PHP 446,400 - 781,200; Full time

Job summary

Concentrix in Mandaluyong City is seeking a desktop and telephony support professional to assist end users with computer operation, troubleshoot moderate PC and network issues, and manage hardware/software configurations onsite.

The role requires 3–5 years of experience, willingness to work mostly night shifts, and availability to work full-time on-site at Concentrix Shaw. You will also mentor technicians and maintain equipment inventories.

Qualifications

• 3–5 years of experience in IT support or network/telephony environments.
• Willing to work night shifts and on-site.
• Willing to work full-time on-site.
• Site location: Concentrix Shaw, Shaw Blvd, Mandaluyong City.
• Experience with telephony and network equipment.

Responsibilities

• Assist end users with computer operation and software questions.
• Troubleshoot moderate PC problems including OS and application software.
• Configure and install desktop equipment.
• Provide telephony support for PBX, voicemail, and voice/data circuits.
• Install and upgrade hardware and software for peripherals.
• Lead in moderate to complex projects.
• Maintain records of spare equipment and inventory.
• Provide on-call technical support.
• Spend 60–70% of time on trouble tickets.
• Attend regular 1:1 meetings with management.

Skills

Troubleshooting

Customer support

Technical documentation

Team mentoring

On-site support

Night shift availability

Tools

PBX systems

ACD positions

Voice/Data equipment

Job description

• Assist all end users with general computer operation and desktop application software questions and problems.
• Troubleshoot end user PC problems of all moderate complexity, often requiring examination of underlying PC, OS, configurations and application software.
• Responsible for correcting any problem with technical equipment at a call center site.
• Responsible for the operation, installation and configuration phase of desktop computer equipment.
• Provide telephony support in performing installation and troubleshooting on telephone sets, voice mailboxes, PBX, ACD positions, CSU/DSU, voice and data multiplexing equipment and circuits.
• Perform hardware and software upgrades to peripheral equipment.
• Assist with hardware and software upgrades to Production and Administration phone switches.
• Assist as lead in moderate to complex projects.
• Install and maintain facility wiring infrastructure.
• Identify and/or assist with resolution to customer access issues.
• Complete all pre-wiring and testing, including placement of patches, prior to scheduled installations or maintenance.
• Maintain accurate records on spare equipment, minor materials and tools necessary to restore telephony circuit operation in the event of failure, plus assist in maintaining an accurate inventory of all hardware and software.
• Generate network services reports plus advice management on operational status.
• Instruct and assist technicians in performance of routine duties through mentoring and guidance.
• Solve technical problems of moderate complexity, exercising initiative and judgement.
• Resolve problems through interaction with internal and external groups as needed.
• Perform preventative maintenance and safety inspections of assigned equipment
• Provide on-call technical support via pager as required.
• Spend between 60% - 70 % of time working trouble tickets in a timely manner.
• Make necessary independent decisions to correct errors or discrepancies in trouble tickets as required.
• Overtime may be required with little or no notice.
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meeting with direct manager and/or direct reports

Must have:

• At least 3 to 5 years of experience
• Amenable to shifting schedule and mostly night shift
• Amenable to work fulltime on-site
• Site location: Concentrix Shaw, Shaw Blvd, Mandaluyong City