IT Technical Support specialistEclaro

Assignment Detail Industry: Insurance Job Description IT Technical Support Specialist IT Technical Support Specialist Position Summary Provides technical solutions to user problems of a varied and increasingly complex nature to ensure customer sa Assignment Detail Industry: Insurance Job Description IT Technical Support Specialist IT Technical Support Specialist Position Summary Provides technical solutions to user problems of a varied and increasingly complex nature to ensure customer satisfaction and productivity by handling Tier I and Tier II calls. Resolves Tier III calls with some assistance. Independently works with all internal (employee) and external (business partner) customers to provide technical advice, guidance and informal training collaborating with senior level colleagues and supervisor to exercise highest level of proficiency and customer service. Principal Duties and Responsibilities 1. Researches, resolves and responds to complex technical and systems questions received via telephone calls, employee self-serve, emails, faxes, or callbacks. 2. Provides technical and systems advice, guidance and informal training to customers using hardware and software programs, applications and systems. 3. Troubleshoots and resolves system problems, restores technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. 4. Creates and maintains up-to-date documentation of problems via the problem tracking system and records of inquiries and communicating with users on the progress of research in resolving reported issues. 5. Manages the resolution of user issues, and acts as a liaison among support departments on escalated problems to secure resolution, and positive impact on customer satisfaction and productivity. 6. Maintains strong knowledge of M365, Outlook, Internet Explorer and Windows Operating Systems, Endpoint Blocking, Hardware Service, Network and Remote Connectivity via VPN & Wireless, Remote Desktop via Citrix, SSL & Terminal Server, Secure Email, Security Provisioning & Patching, Software Installation & Distribution Utilities, SPAM Control, Virus Protection, Voice Communications, technical products such as SCCM and Log-Me-In-Rescue, current support policies and methods of support delivery, in order to provide accurate product solutions to users. 7. Responds to and communicates client system outages within required SLA's. 8. Ensures timely distribution of knowledge and builds and maintains a robust Knowledge Base. 9. Responsible for the distribution of IT communications and ensuring that customer messages are well articulated, and consistent with company and departmental communication standards. 10. Supports and champions various projects through defining work deliverables, monitoring work progress, communication of work status and managing interdependencies. 11. Contributes to work priorities, meets deadlines, and adheres to standards, policies and procedures. Decision-Making Authority/Accountability Level Performs complex work under limited supervision. Exercises independent judgment in accordance with specified policies and guidelines. Minimum Knowledge, Skill, and Ability Requirements Strong technical expertise and troubleshooting skills required Proficiency with desktop computer software, tools and technologies, including current Windows Operating System, Microsoft 365, Microsoft Outlook, and other applicable applications and programs. Solid working knowledge of networks and remote connectivity. Must be able to diagnose, analyze and resolve complex problems. Outstanding customer support/service skills, as well as strong written and oral communication skills are essential. Education and Experience Preferred Bachelor's Degree in Computer Science, Information Systems, or other related fields. OR equivalent work experience. 1-3 years of IT and/or customer support work experience. Supervisory Responsibility None Necessary Tasks Computer work required more than 90% of the workday. Phone use required 90% of the workday. Other Information Full time work from home opportunity. Ability to work in a rotating shift environment.
Monster

Manila City, Metro Manila Quezon City, Metro Manila
Permanent
Full-time