Job Description
Provide first level support through diagnosing or troubleshooting problems and implementing corrective action either remotely;
Following the SLA, isolate issues, identify and follow the proper escalation path for issues beyond the scope of support;
Using the ticketing tool, log all updates and troubleshooting procedures performed including complete and comprehensible details.;
Escalate issues that are beyond the scope of support to the proper level of support;
Take accountability and ownership of user issues through to resolution; escalated issues shall be monitored in behalf of the customer and communicate the progress and update the ticket/s in a timely manner
Actively monitor ticket assignment/s for timely resolution;
Proactively raise possible issues that may arise from existing problems or newly implemented change or system updates;
Ensure that satisfactory resolution has been executed before putting tickets on resolved state;
Demonstrate professionalism while handling inquiries or complaints of the customers;
Properly turn over any pending tasks that need attention during scheduled absence (i.e. rest day or vacation leave);
Contributes to Team/unit goals by accomplishing related duties as required.
Job Qualifications
Bachelorâs degree in Science, Technology, Engineering, Mathematics and other related courses.
Strong customer service skills; ability to respect the clientsâ views, and have a dynamic and excellent analytical skill combined with a logical mindset, especially when dealing with complex issues;
Strong interpersonal skills and can work under pressure;
Ability to learn and adapt quickly, and a strong willingness to learn diverse systems and technologies;
Ability to multi-task and function as a generalist;
Excellent communication skills; able to express thoughts with clarity and interact with end-users and all levels of the organization;
Proficiency in troubleshooting Personal Computers (i.e. workstations, laptops, desktops);
Basic understanding of Information Technology Networking Devices;
Amenable to rotating shift schedules including morning, mid-day, night shifts, weekends and holidays;
Able and amenable to travel to client sites.
Willing to report in office
