help desk Technician l2 (j000950) - homebasedoutsourced

Company Description
Outsourced.ph is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Job Description
Under general direction of the department manager, this person is responsible to provide help desk services, customer support, and provide consistent communication to the user base. This role will directly work with user systems supporting design, provisioning, installation and configuration of hardware and software. The Network Operations Center (NOC) Technician is an entry to mid-level position that works with various departments within the company, as well as vendors, to schedule and approve maintenances. This role is required to have knowledge of commonly used concepts, practices, and procedures within a 24 X 7 NOC environment
Qualifications
Essential Functions:
· Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
· Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
· Gather customer's information and determine the issue by evaluating and analyzing the symptoms.
· Diagnose and resolve technical hardware and software issues.
· Research required information using available resources.
· Follow standard processes and procedures.
· Identify and escalate priority issues per Client specifications.
· Redirect problems to appropriate resource.
· Accurately process and record call transactions using a computer and designated tracking software.
· Offer alternative solutions where appropriate with the objective of retaining customers and clients' business.
· Organize ideas and communicate oral messages appropriate to listeners and situations.
· Follow up and make scheduled callbacks to customers where necessary.
· Stay current with system information, changes and updates.
· Able to work on short- and long-term projects
JOB SPECIFICATIONS - Knowledge, Skills, and Qualifications:
· 2 - 5 years industry experience in 24 x 7 Network Operation Center.
· Strong understanding of IT system fundamentals and system management tasks.
· Strong Understanding of network concepts, TCP/IP stack protocols.
· Strong understanding of Microsoft Operating systems including Office 365, workstations and servers
· Ability to provide Support Desk services.
· Ability to clearly document and articulate technical issues.
· Ability to handle multiple concurrent issues and remain calm under high pressure situations
· Ability to do independent research and work with limited information.
· Ability to think outside the box and be a quick study.
· Must be reliable and dependable, self-motivated and demonstrate a willingness to learn.
· Ability to work closely with peers and other teams
Ability to function in a 24/7 operation and work flexible schedule on weekdays and weekends as required.
Additional Information
Work schedule - 1am - 10am Manila Time
Homebased setup
With reliable PC/Laptop
With reliable internet connection
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
SmartRecruiters

Quezon City, Metro Manila
Permanent
Full-time