Job Descriptions- Provide first level support through diagnosing or troubleshooting problems and implementing corrective action either remotely;
Following the SLA, isolate issues, identify and follow the proper escalation path for issues beyond the scope of support;- Using the ticketing tool, log all updates and troubleshooting procedures performed including complete and comprehensible details.;
Escalate issues that are beyond the scope of support to the proper level of support
- Take accountability and ownership of user issues through to resolution; escalated issues shall be monitored in behalf of the customer and communicate the progress and update the ticket/s in a timely manner
Actively monitor ticket assignment/s for timely resolution;- Proactively raise possible issues that may arise from existing problems or newly implemented change or system updates;
Ensure that satisfactory resolution has been executed before putting tickets on resolved state;
- Demonstrate professionalism while handling inquiries or complaints of the customers;
Properly turn over any pending tasks that need attention during scheduled absence (i.e. rest day or vacation leave);- Contributes to Team/unit goals by accomplishing related duties as required.
Bachelor's degree in any field.- Strong customer service skills; and have a dynamic and excellent analytical skill combined with a logical mindset
Strong interpersonal skills and can work under pressure;
- Ability to learn and adapt quickly.
Ability to multi-task and function as a generalist;- Proficiency in troubleshooting Personal Computers
Basic understanding of Information Technology Networking Devices;
- Amenable to rotating shift schedules including morning, mid-day, night shifts, weekends and holidays;
Able and amenable to travel to client sites.- Willing to work onsite- Makati City
Job Type: Full-time
Pay: Php17,- 00 - Php19,000.00 per month
Benefits: - Company Christmas gift
Health insurance
- Opportunities for promotion
Promotion to permanent employee
Supplemental pay types: Overtime pay
