Technical Support Representative/ IT Helpdesk

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.