IT Technical Support
Strategic Networks, Inc.
Job Description
Benefits
Employee Recognition and Rewards
Annual Appraisal
Government Mandated Benefits
13th Month Pay, Employee Loan, Pag-Ibig Fund, Paid Holidays, Philhealth, SSS/GSIS
Insurance Health & Wellness
Accidental Death & Dismemberment Insurance, HMO
Others
Office Parties
Perks Benefits
Annual Company Trip
Time Off & Leave
Bereavement Leave, Maternity & Paternity Leave, Sick Leave, Special Leave for Women, Vacation Leave
Description
- Assist-end user on all in scope request with focus on client satisfaction, service delivery quality and technical excellence.
- Overall responsible for the management, maintenance and provides technical support via onsite, phone, email and or remote on hardware and software issues, network diagnostic 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 resolutions steps prior closing.
- Checking of end-user log
- Must be able to escalate tickets with dependencies to respective towers/ group to resolve the concerns of end user.
- Walkthrough staff or clients through 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 with regards to their request.
- 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.
- Delivers 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.
Requirements
- Educational Qualifications: Bachelor’s degree in Information Technology, Computer Science, or related field.
- Experience Level: Less than 1 year of experience in IT support or related roles.
- Skills and Competencies: Proficient in troubleshooting hardware/software issues, excellent communication skills, customer service-oriented.
- Working Conditions: Office environment, possible remote support, occasional overtime required.
- Qualities and Traits: Detail-oriented, patient, and adaptable with a strong willingness to learn.
Mica Remoquillo
RecruiterStrategic Networks, Inc.
High response rate
Working Location
Ayala Ave. Ayala Ave, Makati, Metro Manila, Philippines
Posted on 16 May 2025
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