Technical Support Representative/ IT Helpdesk
Entry Level / Junior, Apprentice
Description
Qualifications
- Must be a 4-year College graduate or a 2 year Diploma graduate in an IT related course.
- Must have at least 2 years working experience in doing IT related work.
- Must be willing to work in Makati or McKinley, Taguig.
- Ability to verbalize or express complex technical concepts effectively in writing and overall excellent English communication and customer interface skills.
- Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network (e.g., resetting password, bouncing PU, resetting remote devices.
- Ability to provide appropriate level of support and guidance with applications and procedures.
- Effective use of listening skills to develop an understanding of client inquiries and problems.
- Stays up-to-date with latest technology.
- Problem Solving and critical thinking skills.
Job Responsibilities
- Provides desk-side assistance in resolving technology support issues.
- Performs installations, repairs, upgrades, backups and other maintenance tasks.
- Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support may be required.
- Asks probing questions to gather relevant information on routine and complex calls.
- Uses effective listening skills to develop understanding of client questions or issues.
- Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment.
- Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
- Maintains passwords, data integrity and file system security for the desktop environment.
- May participate in development of information technology and infrastructure projects.
- May handle phone and email assistance as well.