Position Overview
Provide premium first-level IT support to Australian-based team members, managing incidents and service requests through established incident management and request fulfillment processes. This role acts as the primary point of contact for our Australian partners, requiring a high level of cultural alignment and a natural Australian accent to ensure seamless, high-quality communication.
Common issues include password resets, hardware/software errors, usage queries, network and wireless connectivity, application outages, telephony problems, access permissions, malware, VDI, and handheld device support and other IT related issues.
Functional Responsibilities
- Interact with Australian call center agents, office staff, and remote workers via calls, chat, and electronic forms, utilizing a clear Australian accent to build rapport and ensure clarity..
- Records interactions into the ticketing system ensuring accurate and complete ticket profiling, logs, and resolution details.
- Troubleshoots and identifies technical problems, diagnoses error messages, determines causes, and either provides resolution or escalates to the proper support team.
- Tracks and monitors the status of issues to ensure proper follow-up and resolution.
- Take ownership of user problems and follow up the status on behalf of the user and communicate progress in a timely manner.
- Responds to escalation requests and notify management as required.
- Informs Tier 2 and Tier 3 support of incidents affecting service interruption.
- Ensures problems are accepted within targeted levels.
- Escalates if the ticket is not accepted or resolved by support groups within targeted SLA's.
- Maintains a high degree of customer service for all support queries and adheres to all service management principles.
- Contributes to the improvement of processes and knowledge base.
Required Qualifications and Skills
- Minimum 2-3 years of experience in a Service Desk or IT support role.
- Must have a native or near-native Australian accent with exceptional verbal and written English skills.
- At least 1 year of direct Service Desk experience.
- Intermediate knowledge of Active Directory (Azure) management.
- Understanding of VPN configuration and troubleshooting.
- Proven experience supporting network printers.
- Knowledge of Microsoft Office 365 applications and support.
- Proficiency in Windows operating systems.
- Standard English communication skills, both verbal and written.
- Strong customer service orientation with patience and professionalism.
- Flexibility and willingness to work in a 24/7 operational environment, including nights, weekends, and holidays as needed.
Work Setup
- Hybrid Set Up
- Flexibility on 24/7 Rotational Shift
- Pasig City
