Schedule: Shifting (Shall be open 24x7)
Work Location: Ortigas
Set-up: 100% Onsite
Job Description:
- Address end user queries and issues via phone, e-mail and chat support.
- Provide world class quality of service to end users throughout the resolution process.
- Engage engineering teams and product owners to assist with troubleshooting as needed.
- Perform cradle to grave ownership of all issues reported to the helpdesk by providing timely updates to end users and by constantly following up with escalation teams until the issue is resolved.
- Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
- Maintain effective documentation by regularly reviewing and updating knowledgebase content.
- Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
- Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, Lync, Proofpoint), SharePoint, Mac, Unix, Voice, Mobile and others.
Qualifications:
- Minimum two years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.
- Sound technical knowledge, troubleshooting skills and support experience with the following:
- Microsoft Windows platform (Windows 7, 10)
- Networking, LAN , WAN, corporate enterprise domain infrastructure environment
- Windows desktop and server operating system
- Microsoft Active Directory
- Microsoft Outlook
- Good understanding of the Microsoft Office products such as Word, Excel and Power Point.
- Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
- Ability to perform Mobile OS (iOS/Android) application troubleshooting.
- Good understanding of English and good communication skills are a must.
- Strong customer service skills and focus on ownership throughout the resolution process.
- Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.
