Technology Support Engineer

Accenture; Manila; On-site; PHP 350,000 - 550,000; Full time

Job summary

Accenture Manila is seeking a Technology Support Engineer to resolve incidents and problems across multiple business system components to maintain operational stability. You will create and execute Change Requests and update knowledge base articles to support troubleshooting efforts, collaborating with vendors and internal service management teams to analyze and resolve issues.

The role requires at least 2 years of Salesforce Helpdesk and Product Support experience, with strong incident and

Qualifications

• Expert proficiency in Salesforce Helpdesk and Product Support.
• Strong knowledge of incident and problem management processes within IT service operations.
• Experience in creating and managing Requests for Change to ensure minimal disruption.
• Ability to update and maintain knowledge base articles to support troubleshooting efforts.
• Excellent communication skills to collaborate effectively with vendors and internal teams.

Responsibilities

• Resolve incidents and problems across multiple business system components to maintain operational stability.
• Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting.
• Collaborate with vendors and help service management teams with issue analysis and resolution.

Skills

Salesforce Helpdesk

Incident Management

Problem Management

Change Management

Knowledge Base

Vendor Collaboration

Communication Skills

Job description

Summary

Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Summary: As a Technology Support Engineer, you will spend your day addressing and resolving incidents and problems that affect various business system components to maintain smooth operational performance. You will be involved in creating and executing change requests and updating documentation to enhance troubleshooting processes. Collaboration with external vendors and internal service management teams will be a key part of your daily activities to analyze and resolve issues efficiently.

Roles & Responsibilities

• Expected to perform independently and become an SME.
• Required active participation/contribution in team discussions.
• Contribute in providing solutions to work related problems.
• Assist in maintaining and improving support processes to enhance service delivery.
• Document and share best practices and lessons learned to foster team knowledge growth.
• Engage proactively with stakeholders to understand and address their support needs.

Professional & Technical Skills

• Required Skill: Expert proficiency in Salesforce Helpdesk and Product Support.
• Strong knowledge of incident and problem management processes within IT service operations.
• Experience in creating and managing Requests for Change to ensure minimal disruption.
• Ability to update and maintain knowledge base articles to support troubleshooting efforts.
• Excellent communication skills to collaborate effectively with vendors and internal teams.
• Familiarity with tools and techniques for issue analysis and resolution in complex environments.

Additional Information

• The candidate should have minimum 2 years of experience in Salesforce Helpdesk and Product Support.
• This position is based at our Manila office.

Minimum 2 year(s) of experience is required

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships.

We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.