DESKTOP ENGINEER
RESPONSIBILITIES
- On-site diagnosis, isolation and assessment of computer related technical issues.
- Provide technical support and troubleshooting of the following:
- Desktop/ laptop hardware, OS, and Email
- Basic Network (e.g. Internet/ Intranet, LAN, WAN, Voice network connectivity)
- Basic business application, Anti-virus
- Proper coordination with clients by:
- Asking targeted questions to quickly understand the root of the problem,
- Communicating via phone, email or chat, until the resolution of a technical issue,
- Following up to ensure their IT systems are fully functional after troubleshooting.
- Proper escalation of unresolved issues to appropriate internal teams(e.g. software developers) or external teams (third party suppliers when the problem requires a parts replacement or change to software code).
- Document technical knowledge in the form of notes and manuals.
- Maintenance and accurate and timely update of the service tickets and tasks.
- Prepare accurate and timely reports.
- Ensure customer satisfaction, prompt and accurate, timely and complete feedback to customers.
- Implementation of proper work procedures and service policies.
QUALIFICATIONS
- Bachelor’s Degree in Computer Engineering, Information Technology or any related course.
- With at least 2 years working experience as Technical Support Engineer/ Desktop Support Engineer.
- With good understanding of computer systems, network connectivity, mobile devices and other technical products.
- With hands-on experience on:
- Windows OS environments
- Network printer configuration, hardware troubleshooting
- Familiarity with remote desktop applications and help desk software (e.g. VNC, team viewer).
- Excellent problem solving, customer service and communication skills.
- Willing to work in Cebu Business Park, Cebu City.