service desk Engineer/analystOutrich Philippines Inc.

As a Service Desk Engineer, you will act as the first point of contact for ANTlabs' customers to report issues and faults relating to our products for support and services.
The primary objective of the role is to provide first time resolution.
This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve.
Throughout this process, you will remain the single point of contact with the customers during your shift, maintaining ownership and the main point of contact between the customers and ANTlabs, providing timely updates and ensuring the fault is given the correct level of priority and attention.
This is a position which calls for excellent customer service skills, the ability to articulate resolutions clearly and confidently to customers and a good level of technical knowledge of ANTlabs products.
Responsibilities:
- Involves in providing client customers and partners with in-depth technical assistance in the use of Antlabs' products and solutions
- Cooperate with client sales and professional services teams to ensure ongoing customer success and satisfaction
- Form part of an on-call rotation order to guarantee 24x7x365 support to customers in shifts
- Participate in the maintenance of support documentations
Requirements:
- Graduate of BS Information Technology
- With 1-2 yrs experience as Service Desk Engineer/Analyst