Technical Support specialistSuperstaff

The Technical Support Specialist's role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. The specialist should understand both hardware and software and show a willingness to learn and apply new technology. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop or laptop level. The specialist may also be required to assist the IT Infrastructure Administrator / Engineer, who is based in Makati, with any network changes
and improvements needed in the Pampanga site.
The Tech Support Specialist will encompass all aspects of the lifecycle of an issue. Being the primary point of contact for incoming issues and working directly with reporters. Triaging and prioritizing issues and working out a project queue and backlog. Determining business criticality and impact of issues and prioritizing those issues appropriately. Making and maintaining appointments to resolve issues with reporters. Providing knowledge and support to the reporters regarding best practices, systems questions, software support, and general computing knowledge.
Duties and Responsibilities:
Receive incoming reports of issues and create tickets accordingly.
Identify, diagnose, and resolve IT problems
Create and maintain documentation for troubleshooting resolutions thru the help desk
management system
Installation/Support of Microsoft PC systems, Microsoft desktop business applications,
anti-virus protection, and security implementation
Participate in ongoing training to obtain required certification
Maintain published and evolving standards for call quality, ticket resolution time, and
productivity metrics
Assist the IT Infrastructure Administrator / Engineer with any network configuration
changes needed on the Pampanga site
Technical Support for both Makati and Pampanga sites
All job duties and responsibilities are essential functions of the position
Requirements
Experience:
1-2 years working in a tech support role required
Experience troubleshooting Microsoft's currently supported client operating systems
Experience troubleshooting desktop and laptop systems hardware
Experience using a knowledge base or other resources to search and implement
solutions when troubleshooting.
Experience using RMM tools like Atera, Ninja, ConnectWise, etc. preferred
Exposure to any IT Infrastructure setup is a plus
Skills Needed:
Ability to communicate effectively, both verbal and written
Excellent customer service and phone skills
Basic level of technical knowledge and skills with installation, setup, maintenance, and
troubleshooting support services including, but not limited to
o Hardware for desktops, laptops, and tablets.
o Microsoft's currently supported Windows desktop operating systems
o Business productivity software, email, web browsing, security software
o Network connectivity and wireless access issues
o Update and patch deployment, virus removal, malicious software removal
Benefits
Job Highlights | Benefits:
HMO with 1 free dependent upon hire
Life Insurance
Night Shift
20 PTO credits upon regularization
Great Company Culture
Career Growth and Learnings
Salary Range : P23,000 - P30,000
SuperStaff

Angeles City, Pampanga
Permanent
Full-time