Technical Support Specialist (On-Site)

Capgemini; Philippines; On-site; PHP 223,000 - 391,000; Full time

Job summary

Capgemini Philippines is seeking a Technical Support Specialist/Technical Helpdesk Analyst to assist users with hardware, software, and network issues via phone. The role provides 1st level support for a large customer base.

You will apply knowledge of information systems, investigate problems, and coordinate referrals to the right specialists. Onsite work is required at Mall of Asia Complex, Pasay City, with graveyard and rotating shifts.

Qualifications

• 1–2 years in technical help desk with 1st level phone support.
• 1–2 years in customer service support or equivalent skills.
• 1–2 years’ experience with hardware/software: PC, Mac, iPhone, printers, Outlook, Windows OS and Office 365.
• Ability to work independently.
• Strong interpersonal, analytical and customer service skills.
• Strong English skills (verbal and written).
• Willing to work onsite in Mall of Asia Business Complex, Pasay City.
• Open to graveyard shifts and rotating schedules.

Responsibilities

• Troubleshoots hardware, software, and network problems via phone and coordinates resources to resolve.
• Applies understanding of information systems products and services to assist users.
• Identifies, investigates and researches user questions and problems and isolates information systems issues.
• Coordinates referrals to appropriate technical, professional, or service personnel.
• Receives and prioritizes issues and escalates using proper procedures.
• All other duties as assigned.

Skills

Interpersonal skills

Analytical thinking

Customer service

English proficiency

Tools

PC hardware

Macintosh

iPhone

Printers

MS Outlook

Windows OS

MS Office 365

Job description

Technical Support Specialist/ Technical Helpdesk Analyst may perform one or more of the following:

• Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution.
• Applies understanding and knowledge of information systems products and services to assist users.
• Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems.
• Coordinates referrals to appropriate technical, professional, or service personnel.
• Receives and prioritizes issues and forwards using appropriate escalation procedures.
• All other duties as assigned.

Additional Qualifications:

• 1 – 2 years working experience in a Technical Help Desk Environment providing 1st level phone support to a large customer base.
• 1 - 2 years’ work experience in customer services support or having equivalent kind of skills experience, soft skills a must.
• 1 - 2 years’ experience supporting the following hardware and software: PC, Macintosh, iPhone, Printers. MS-Outlook, Windows 7, 10 OS, MS-Office 2013 and 2016 (Office 365).
• Must be able to work independently.
• Strong interpersonal , analytical and customer service skills.
• Ability to understand and follow oral and written instructions.
• Strong English (verbal and written) skills.
• Must be amenable to work full onsite in Mall of Asia Business Complex, Pasay City.
• Open to working graveyard shifts and rotating schedules.