Local IT Support (Onsite)

Position Overview

Responsible for first level technical support to internal and external customers and secures first time resolution resulting in minimal recurring issues. Ensures quality services in accordance with departmental standards and guidelines. Demonstrates positive customer service orientation resulting in high customer satisfaction ratings.

Key Responsibilities

• Provides first level technical support to internal customers and ensures quality services to gain high customer satisfaction ratings.
• Responds to telephone calls, emails and chats messages from users requesting for assistance.
• Logs and keeps records of customer/employee queries.
• Interprets problems and analyzes possible causes of hardware and software failure.
• Identifies computer hardware, software and telecommunications malfunctions and takes appropriate action to resolve issues ensuring data and system integrity.
• Creates/Maintains documentation of instructional procedure (i.e. hardware/software installation) and troubleshooting techniques (knowledgebase).
• Stay current with system information, changes and updates with regards to IT Activities.
• Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions.
• Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.

Qualifications:

• Bachelor's Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related course.
• At least one (1) year work experience as IT Support Specialist, preferably within the call center, customer service or any communications-intensive industry.
• Proficiency with MS Office applications (i.e. MS Word, Excel)
• Working knowledge of IT systems and equipment as well as their installation, configuration, maintenance, and repair.
• Working knowledge of IT demands in call center operations and organization particularly in the area of operations support
• Time and project management skills.
• CEFRL B2 in English or above.
• Good interpersonal and customer care skills.
• Schedule flexibility

Good to Have Skills:

• ServiceNow

Work Setup

• Full onsite arrangement
• Night shift schedule
• TBD