Swak BPO Corp. is one of the fastest-growing BPO centers in the Clark Freeport Zone. We pride ourselves on doing great work for our customers with professionalism, energy, and enthusiasm. Our work environment represents a culture of dedication, stability, and teamwork. As the business expands, we seek to hire an IT Helpdesk Technician I to join our growing company.
Job Responsibilities:
Respond to IT Tickets
Manage our IT ticketing system by either handling the ticket or delegating it to the proper resource to handle
Responsible for communicating with the employees and clients while handling the ticket either by Microsoft Teams or email
Provide first-line technical support and troubleshooting for computer systems, software, and hardware
Triage and respond to requests for technical assistance via ticketing system, phone, email, or in-person
Diagnose and resolve technical issues related to software installation, network connectivity, printers, and peripheral devices
Install, configure, and maintain desktop applications and operating systems
Assist with user account management and password resets
Escalate unresolved issues to Level 2 or Level 3 support teams as needed
Document technical knowledge in the form of notes and manuals
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team
Job Qualifications:
Associate's degree in IT or related field preferred
Proven experience as a help desk technician or other customer support role
Familiarity with remote desktop applications and help desk software (e.g. Freshdesk, TeamViewer, NinjaOne)
Basic knowledge of computer systems, network protocols, and troubleshooting techniques
Excellent problem-solving and communication skills
Ability to work well under pressure in a fast-paced environment
Certifications such as CompTIA A+ or Microsoft Certified Professional (MCP) are a plus
This is going to be an on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga.
