Service DeskNext BPO Solutions

Description
Responsibilities
• IT Support relating to technical issues involving Microsoft's core business applications and operating systems
• Support of disaster recovery solutions
• Basic technical understanding of network level: WAN and LAN connectivity, routers, firewalls, and security configurations
• Must have troubleshooting, responding to service calls, & repair issues independently
• Basic remote access solution implementation and support: VPN, Terminal Services
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Work through multiple boards servicing different ranges of customer needs
• System documentation maintenance and review in ConnectWise
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently
• Escalate service requests that require engineer level support
• Responsible for entering time and expenses in ConnectWise as it occurs
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets into ConnectWise
• IT Support relating to technical issues involving Microsoft's core business applications and operating systems
• Support of disaster recovery solutions
• Basic technical understanding of network level: WAN and LAN connectivity, routers, firewalls, and security configurations
• Must have troubleshooting, responding to service calls, & repair issues independently
• Basic remote access solution implementation and support: VPN, Terminal Services
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Work through multiple boards servicing different ranges of customer needs
• System documentation maintenance and review in ConnectWise
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Knowledge , Skills and Abilities Required :
• Basic understanding of operating systems, business applications, printing systems, and network systems
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• Network Administration
• WLAN/LAN Availability
• Server/Gateway status/availability
• ISP availability and service verification (packet loss, trace routes)
• Failure analysis (Trouble sites)
• Wireless Coverage testing
• AP Troubleshooting
• Network Configuration and Verification
• Network management tools to test network connections (packet loss)
• Check Hardware (WAP, Switches) firmware and configurations
• Backup: Configuration, restore (local and Cloud)
• Server troubleshoot and rebuild
• Office Upgrade and software Migration
• Writing documents for each job functions
• Overlook on Connect Wise and support Tier1 Technician
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 2
Language(s): English
Availability for travel: No
Availability for change of residence: No

₱ 20,000.00 monthly ·  Davao del Sur, Davao Region ·  24 September (updated)
Work type
Full Time