Technical Support Engineer I (Eastwood)Stellar Philippines

Description
Candidate must possess at least a Bachelor's/College Degree , Computer Science/Information Technology or equivalent.
Required skill(s): • helpdesk standard practices, • client liaison, • problem solving, • planning and organization - has excellent organizational and follow-up skills, • pc skills, • Written & verbal communication.
At least 1 year(s) of working experience in the related field is required for this position or fresh grads.
1 Permanent position available.
Responsibilities
Incident management and Service Request fulfillment
• Provides timely responses to all incidents, outages and performance alerts.
• Categorizes and prioritizes incidents in accordance with the business requirements and operational impact
• Ensures that requests/incidents are handled to the customer's satisfaction
• Determines the severity of an incident and depending on the circumstances take immediate action to restore service and escalate to appropriate stakeholders
• Enter updates in the ticketing system as they occur
Provides technical support to users
• Responds to incidents submitted by users from different programs or accounts and provide updates
• Escalates issues to the appropriate personnel or vendor when outages occur to ensure that corrective action is taken in a timely manner and to restore various system services.
• Communicate with other groups like Workforce and Operations, keep them informed of incident progress and notifying the status of the issue
• Serves as the focal point for status information on the progress of the resolution effort. Set up a bridge for coordination when severity or impact warrants
• Serves as the focal point for gathering information and submitting any required Root Cause Analysis
Monitors critical network components
• Monitor system and application components and respond to alarms or certain conditions that may require special attention in order to avoid impact on network performance
• Analyze and troubleshoot computer and network system status to identify potential problems and develop solutions before outage occurs.
• Send/post notification regarding system and network outages
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
Operational Management
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Apply diagnostic utilities to aid in troubleshooting
• Identify and learn appropriate software and hardware used and supported by the organization
• Desktop imaging and software installation
• Perform hardware and software inventory
• Setup user account, profile, email, lync, etc.
• IT equipment movement (Desktop, Monitor, keyboard, mouse, phone, etc.)
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups
Produce Technical Specifications and Installation Documentation for Stellar software and solutions as required.
• Develops detailed documents for the purposes of instruction (WIM, MOP, etc.)
• Evaluates documented resolutions and analyze trends for ways to prevent future problems
• Ensures all documentation is kept up-to-date
Other
• Complete delegated/assigned tasks in a timely manner
• Participate in internal IT projects, training, workshop and meeting as required
• Work as part of a team and participate in a 24x7 call-out schedule if required
• Perform other reasonable duties as required
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 1
Language(s): English
Availability for travel: No
Availability for change of residence: No

₱ 15,000.00 monthly ·  Quezon City, National Capital Region ·  Today, 08:33 AM (updated)
Work type
Full Time