JOB ID 196: HELP DESK ENGINEER

Location:

Pasig City

Job Overview:

• Serve as the first point of contact for customers seeking technical assistance over the phone, chat, or email.
• Resolving problems with networks and other computer systems
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues
• Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
• Running reports to analyze common complaints and problems
• Installing or changing software to fix issues
• Remotely accessing hardware or software for clients to make changes and fix problems
• Direct unresolved issues to the next level of support personnel
• Record events and problems and their resolution in logs
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Monitor and respond quickly to incoming requests relate to IT issues.
• Maintain all IT systems and act as support if any system goes down.
• Assist with onboarding of new users.
• Keep inventory of all equipment, software, and license users.

Qualifications:

• Candidate must possess at least a Bachelor’s/College Degree in Information Technology/Computer Science or any Equivalent Degree
• Proven experience as a help desk technician or other customer support role.
• Strong computer skills and ability to troubleshoot and diagnose IT problems.
• Experience with network repairs and analysis.
• Customer-oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.
• Excellent written and verbal English proficiency based on the required support.
• Has analytical troubleshooting skills.
• Basic knowledge in troubleshooting network, computers, printers, etc.
• Knowledge in Basic Network troubleshooting.
• Experienced in a BPO is a plus.

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