Preferred Skill sets
- This specific role will require some basic understanding of Linux and networking troubleshooting.
- Preferably someone with experience in Ubuntu Enterprise, Open Source, and Linux commands is preferred.
- Must have a basic understanding of how to read, create and edit shell scripts is a plus
- Good understanding of how to troubleshoot networks, switches, and routers
- Exposure to supporting Virtualization like Azure, Amazon Workspaces, VMWare & Citrix is a plus
Main Roles and Responsibilities
- Responding to calls, emails, chats, and tickets received from internal customers/client staff
- Providing resolutions and sufficient and relevant information, technical support
- Providing a very high level of service and support to
- Following tickets and issues from the initial incident through to the final resolution
- Provide assistance with the onboarding/offboarding process of client staff
- Reviewing information daily, remaining current on all products/services supported
- Rotate On-Call duty with other staff members / Experience in supporting 24/7 accounts
- Interact effectively with customers and team members
- Assist in generating training materials and customer-facing documentation
- Perform systems and security monitoring on properties supported
- Assist in Quality and Process improvements of the account
- Provide assistance in creating and maintaining technical documentation and help articles
- In the absence of tickets, Tier 1 Staff will perform other tasks as assigned by the client
Requirements
- BPO experience is a plus
- Experience in handling technical support accounts
Required Skills and Experience
- Business Level English
- 1-year experience providing technical support (in an IT Helpdesk or similar environment) is critical for this role
- Experience with ActiveDirectory and Citrix (creating/managing users and the like) is referred
- Experience with remote access tools and troubleshooting end-user machines is preferred
- Experience with Google Applications (Google Drive, Google Docs, etc.)
- Experience with Microsoft Office Applications
- Familiar with ticketing and CRM tools like Salesforce & Connectwise.
- Strong client focus and collaborative work style
- Ability to understand and explain technical information
- Confident, patient, and clear communicator with technical and non-technical customers
- Skilled in solving problems and developing creative resolutions
- Extensive application support experience working directly with customers
- Skilled in creating customer-facing documentation
- Ability to organize and prioritize multiple work assignments to meet deadlines
- Self-motivated, detail-oriented, reliable, and organized
- Excellent interpersonal and writing skills
- Skilled in creating customer-facing documentation
- Bachelor's Degree or equivalent experience
Schedule: Must be open to any changes on schedule, main coverage hours will be during the night shift (PHT). Also, the role usually requires holidays and weekend schedules (with 2 days OFF within a week)
Other Requirements:
- Intel i5 6th gen or AMD Ryzen 5 CPU or higher
- 16 GB RAM
- Internet speed of at least 30 MPBS
- Backup internet
- Backup power (at least a UPS)
Additional Details
Type: Permanent, Full-time
Benefits:
- Company Events
- Health Insurance
- Opportunities for Career Advancement
- Paid Training
- Annual Salary Increase
- Eligible for SSS, Pagibig, and PhilHealth
Supplemental Pay:
- 13th Month Salary
- Overtime Pay
- Night Differential (if applicable)
- Internet Allowance
- Electricity Allowance
- Bonuses
- Performance Incentives
