Date Posted: 2022-04-27-07:00
Country: Philippines
Location: Lot 18 3rd Street, First Philippine Industrial Park, Tanauan City, Batangas, Philippines
Position Role Type: Unspecified
Job Summary:
Will be working the Collins End User Services Life Cycle Team, a 24/5 global IT team that currently consists of members from the Philippines, US, and UK. 80% of the time, the analyst will provide 2nd level client support for hardware, software, account access, process improvements, supporting specific projects and more where they will utilize their skills in customer service and technical knowledge. 20% in this role will be working on Subject Matter Expert (SME) tasks assigned.
Job Responsibilities:
Handles inquiries received through a variety of sources such as ticketing system, email, phone, and instant messaging.
Establish methods to deal with various customer behaviors. Applies strategies to build rapport with customers, peers and other organizational workgroups.
Use effective listening techniques to identify customer need and leverage appropriate communication skills or style to deliver clear messages to customer.
Tracks assigned requests for service requests, incidents, and information within the Support Center ticketing system.
Provides a specialized support to tickets that are not solvable by the Service Desk. Further investigate, troubleshoot remotely, direct User on the correct process, or assign to the correct team who will work on the issue to reduce handoffs.
Supporting Workplace of the Future (WOTF), Onboarding, PC Refresh, Asset Accuracy or support future projects based on what the business needs.
Follow policies/procedures and continuously reviewing them.
Follows established process for handling tickets and suggest knowledgebase article updates with the team or the Service Owner if needed.
Suggest process improvements, tool enhancements, and report bugs.
Performs Subject Matter Expert (SME) role assigned.
Coordinates purchases and installation of hardware and software needs.
Maintains regular and predictable attendance to ensure shift coverage.
Willingness to cover additional/non-scheduled shifts as required by business needs.
Performs other related duties as required or assigned by the manager.
Basic Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor's Degree (IT related) from a four-year college or equivalent, or an equivalent combination of formal education, on-the-job training, and/or work experience.
At least 2+ years' Technical Support experience
Strong Customer service and Communication Skills (Written and Verbal English).
Can effectively deliver technical support via telephone, email or chat.
Prior ticketing systems experience specifically including monitoring trouble and problem tickets and follow up to ensure customer satisfaction.
Ability to diagnose hardware and software problems with minimal supervision.
Ability to understand and create technical and service management documentation.
Must be able to assess technical issues quickly and perform appropriate service response and protocols.
Excellent documentation skills geared towards developing procedures to maintain consistency and positive user experience.
Ability to work under pressure, must know how to schedule, prioritize, multi-task and follow through to ensure that tasks are completed.
The successful candidate must be willing to be trained and has the ability to learn quickly. Must be adaptable or able to adjust to new conditions and embrace changes.
Works well with others within the team, department and across the enterprise.
Promotes a positive team player environment and can maintain regular/predictable attendance. Must be flexible to cover for shift changes as needed by the business.
Preferred Qualifications:
Knowledge in ITIL/ITSM (Certification desired but not required)
Knowledge in the following is desired but not required:
ServiceNow - Windows
Citrix - Office365
Active Directory - Zoom
iPhone/Android Support - Cisco VPN
Any Multi-Factor Authentication like
Duo Security or Secret Double Octopus
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers' toughest challenges and to meet the demands of a rapidly evolving global market.
Do you want to be part of a new, exciting initiative to combine foundational IT with new digital technologies? Our Digital Technology team is driving business efficiencies and a better customer experience by connecting technologies, people, information and processes. From making aircraft more electric, intelligent and integrated to building new software platforms such as Internet of Things, big data, artificial intelligence, and blockchain, there's no better place to be right now than in digital. If you're an agile thinker who enjoys utilizing modern technology to make big improvements, then you're a perfect fit for this team. Join Collins Aerospace to help us revolutionize the aerospace industry today!
We make modern flight possible for millions of travelers and our military every second. Our major product lines are on-board virtually every aircraft flying. Be it keeping passengers safe with our emergency power generation systems or creating a positive in-flight experience through reliable cabin pressure controls and quieter engines, Power & Controls focuses on delivering a best-in-class experience to our customers. We hire the top people in the industry. Their ideas drive our performance, and their integrity keeps our customers happy. Join us as we take flight!
WE ARE REDEFINING AEROSPACE.
Please consider the following role type definitions as you apply for this role.
Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.
Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader.
Remote: Employees who are working in Remote roles will work primarily offsite (from home). An employee may be expected to travel to the site location as needed.
Regardless of your role type, collaboration and innovation are critical to our business and all employees will have access to digital tools so they can work with colleagues around the world - and access to Collins sites when their work requires in-person meetings.
Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
Privacy Policy and Terms:
Click on this to read the Policy and Terms
Raytheon Technologies
Country: Philippines
Location: Lot 18 3rd Street, First Philippine Industrial Park, Tanauan City, Batangas, Philippines
Position Role Type: Unspecified
Job Summary:
Will be working the Collins End User Services Life Cycle Team, a 24/5 global IT team that currently consists of members from the Philippines, US, and UK. 80% of the time, the analyst will provide 2nd level client support for hardware, software, account access, process improvements, supporting specific projects and more where they will utilize their skills in customer service and technical knowledge. 20% in this role will be working on Subject Matter Expert (SME) tasks assigned.
Job Responsibilities:
Handles inquiries received through a variety of sources such as ticketing system, email, phone, and instant messaging.
Establish methods to deal with various customer behaviors. Applies strategies to build rapport with customers, peers and other organizational workgroups.
Use effective listening techniques to identify customer need and leverage appropriate communication skills or style to deliver clear messages to customer.
Tracks assigned requests for service requests, incidents, and information within the Support Center ticketing system.
Provides a specialized support to tickets that are not solvable by the Service Desk. Further investigate, troubleshoot remotely, direct User on the correct process, or assign to the correct team who will work on the issue to reduce handoffs.
Supporting Workplace of the Future (WOTF), Onboarding, PC Refresh, Asset Accuracy or support future projects based on what the business needs.
Follow policies/procedures and continuously reviewing them.
Follows established process for handling tickets and suggest knowledgebase article updates with the team or the Service Owner if needed.
Suggest process improvements, tool enhancements, and report bugs.
Performs Subject Matter Expert (SME) role assigned.
Coordinates purchases and installation of hardware and software needs.
Maintains regular and predictable attendance to ensure shift coverage.
Willingness to cover additional/non-scheduled shifts as required by business needs.
Performs other related duties as required or assigned by the manager.
Basic Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor's Degree (IT related) from a four-year college or equivalent, or an equivalent combination of formal education, on-the-job training, and/or work experience.
At least 2+ years' Technical Support experience
Strong Customer service and Communication Skills (Written and Verbal English).
Can effectively deliver technical support via telephone, email or chat.
Prior ticketing systems experience specifically including monitoring trouble and problem tickets and follow up to ensure customer satisfaction.
Ability to diagnose hardware and software problems with minimal supervision.
Ability to understand and create technical and service management documentation.
Must be able to assess technical issues quickly and perform appropriate service response and protocols.
Excellent documentation skills geared towards developing procedures to maintain consistency and positive user experience.
Ability to work under pressure, must know how to schedule, prioritize, multi-task and follow through to ensure that tasks are completed.
The successful candidate must be willing to be trained and has the ability to learn quickly. Must be adaptable or able to adjust to new conditions and embrace changes.
Works well with others within the team, department and across the enterprise.
Promotes a positive team player environment and can maintain regular/predictable attendance. Must be flexible to cover for shift changes as needed by the business.
Preferred Qualifications:
Knowledge in ITIL/ITSM (Certification desired but not required)
Knowledge in the following is desired but not required:
ServiceNow - Windows
Citrix - Office365
Active Directory - Zoom
iPhone/Android Support - Cisco VPN
Any Multi-Factor Authentication like
Duo Security or Secret Double Octopus
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers' toughest challenges and to meet the demands of a rapidly evolving global market.
Do you want to be part of a new, exciting initiative to combine foundational IT with new digital technologies? Our Digital Technology team is driving business efficiencies and a better customer experience by connecting technologies, people, information and processes. From making aircraft more electric, intelligent and integrated to building new software platforms such as Internet of Things, big data, artificial intelligence, and blockchain, there's no better place to be right now than in digital. If you're an agile thinker who enjoys utilizing modern technology to make big improvements, then you're a perfect fit for this team. Join Collins Aerospace to help us revolutionize the aerospace industry today!
We make modern flight possible for millions of travelers and our military every second. Our major product lines are on-board virtually every aircraft flying. Be it keeping passengers safe with our emergency power generation systems or creating a positive in-flight experience through reliable cabin pressure controls and quieter engines, Power & Controls focuses on delivering a best-in-class experience to our customers. We hire the top people in the industry. Their ideas drive our performance, and their integrity keeps our customers happy. Join us as we take flight!
WE ARE REDEFINING AEROSPACE.
Please consider the following role type definitions as you apply for this role.
Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.
Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader.
Remote: Employees who are working in Remote roles will work primarily offsite (from home). An employee may be expected to travel to the site location as needed.
Regardless of your role type, collaboration and innovation are critical to our business and all employees will have access to digital tools so they can work with colleagues around the world - and access to Collins sites when their work requires in-person meetings.
Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
Privacy Policy and Terms:
Click on this to read the Policy and Terms
Raytheon Technologies
Other Info
Tanauan City, Batangas
Permanent
Full-time
Permanent
Full-time
Submit profile
Raytheon Technologies
About the company
Dealer Product Supply Planning Analyst (DPSPA)
Castlekeep Holdings Inc.
MetroManila, Quezon, Quezon, ManilaAgreement
Position it - l2 support Analyst recruited by the company Raytheon Technologies at Batangas, Joboko automatically collects the salary of , finds more jobs on IT - L2 Support Analyst or Raytheon Technologies company in the links above
About the company