Job description:Provide technical support for users of an organization. Service desk Engineer responds to inquiries, and they evaluate and resolve issues relating to IT equipment and applications. This roll will provide technical support for any aspect of the information systems unit, including system hardware, workstation operating systems, applications, Server Administration, Virtualization Support and network related issues.
This position is with a strong US based MSP that is growing and provides great opportunities for growth and development. We are looking for the best and the brightest to join our team. Are you the person we are looking for
- ROLE AND RESPONSIBILITIES:
Provide comprehensive first-tier and second-tier support for the efficient resolution of technology issues and requests for Dynamic Quest clients via phone, email, and Chat.
- Resolve 60-70% of user tickets in first touch via phone, email or chat.
Log, categorize and prioritize all calls and create and work tickets based on SLA and Priority.- Fully document all work in a standard format in Dynamic Quest ticketing system.
Document client information in Dynamic Quest document management system.
- Handle end user ticket/queries and requests from end users, either via email or over the phone or via chat. Strong communication skills are required.
Responsible for answering telephone calls in a polite and timely manner whilst achieving agreed call wait levels. To ensure all calls are logged accurately and categorized correctly with all relevant information being recorded.- Ensure that all emails are logged correctly and in a timely manner and that all information is accurately collated to enable the Service Desk or other teams to easily assess the requirements and respond to customers and the business within the agreed service level targets.
To ensure that Operational Level Agreement and Service Level Agreement levels are always adhered to and that tickets worked are done so in accordance with Dynamic Quest procedures and metric expectations.
- To prioritize workload and escalate high priority calls to the Service Desk Manager, Technical Supervisor or Technical Operations Manager as necessary.
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.- Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
Effectively work and handle escalations and tickets assigned in the time scheduled for these tasks. Working on a schedule with expected throughput is required.
- Identify potential system problems and escalate to department contact for resolution in a timely manner.
Work with customers in establishing the appropriate expectation and maintain a thorough communication engagement with the client including speaking to on the phone to confirm resolution.- Further develop technical aptitude and customer service knowledge, skills, and abilities. To train an build skill set through Dynamic Quest training and industry standard training.
Displays a solid knowledge of major desktop software applications and networking concepts.
- Works independently on complex tasks with some technical and management guidance.
May participate in some projects and virtual teams.- To work using own initiative and work within a team environment and be responsible and able to properly manage one's time.
To understand and undertake the roles and responsibilities outlined in the Incident management process to the highest standard and to maintain a strong customer feedback rating.
- To manage and hand-off incidents and service requests to third party vendors and coordinate with these teams as necessary and manage their progress.
To maintain a comprehensive understanding of the Service Desk Knowledgebase and CMS, using these tools to deliver an unparalleled customer service experience.- To actively promote the Service Desk team to adhere to good practice and ITIL process wherever possible.
To liaise with other members of the Service Desk Team in relation to Incidents and Service Requests and to maintain strong general communication lines internally.
- To maintain an up-to-date level of knowledge with regards technology, security policies and company standards and to stay current on assigned training.
The role holder would be expected to develop a comprehensive knowledge of the company's business plans and organization, including key users of technology and their needs.- Support department-wide operations by creating, editing, and maintaining IT knowledgebase/documentation to be validated by Technical Lead (SME) prior publishing.
- QUALIFICATIONS AND EDUCATION REQUIREMENTS:
Bachelor's degree in Computer Science , Information Technology, or a related field a plus- 3-5 years minimum experience working in service delivery for clients with demanding SLAs ITIL awareness, ideally to at least Foundation level, previous MSP experience a plus.
Experience supporting clients located in United States or global support is a plus.
An excellent telephone manner is required together with the ability to handle challenging support situations with a calm and methodical approach.
- Desirable to have previous experience of working with Service Desk ITSM tools, CRM, or other relevant Service Management tools.
Desirable to have experience of working with Active Directory, Office 365 management, Windows and Mac environments. Basic knowledge of networking concepts, wireless technologies, and remote desktop tools.- Must be versed in new user setup and configuration, VPN Client configuration, and printing and printer setup.
Strong Team Player, excellent communication skills, excellent organizational skills, self-motivated /drive, Flexible
- Good interpersonal skills for written, oral and face to face communications, both within Technology and the business
Requires critical thinking skills, effective communication skills, decisive judgment and the ability to work with minimal supervision.
Desirable to hold Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification including A+, and Network Plus.- Specialized certifications from product manufacturers like Cisco, SonicWall may be preferred/required
Position Shift: Monday to Friday, 8:00PM - 5:00AM PHT (8:00AM to 5:00PM EST)- Location: Clark Freeport Zone, Pampanga, Philippines
Position Type: Full Time Employee
- Salary: To be determined based on qualification associated with job role
Work set-up: Temporary WFH for Cebu-based new hires (subject to change to Hybrid)
Job Type: Full-time
Benefits: Employee discount
Life insurance- Opportunities for promotion
Work from home
Schedule:
Monday to FridaySupplemental pay types: Overtime pay
* Quarterly bonus
