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.
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.
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