IT Specialist
Stefanini Philippines Inc.
- Makati, Philippines30F GT Tower, Ayala Avenue, corner H.V. Dela Costa Street, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job Description
As an Information Technology (IT) Specialist, you will have responsibilities as a Senior Help Desk Technician and Deskside Technician. You will be the first point of contact for all IT service desk incidents and requests in a fast-paced professional environment requiring the highest level of customer service. In this position, you will field customer calls, troubleshoot, document, and resolve IT related issues. You will also work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met. This position is intended to be responsible for a higher level of support and will also aid in a decrease in the number of walk-ups for onsite Deskside Technicians.
Responsibilities:
- Answer incoming calls, process all email requests received process live chat requests, and log all customer questions and issues accurately and efficiently into the ticketing system.
- Troubleshoot hardware, software, and network related issues.
- Provide restorative or maintenance actions to resolve end-user issues.
- Assist with defining and documenting knowledge base articles.
- Assist with special project work as needed.
- Escalate problems to the next level of support when necessary.
- Consistently meet or exceed advanced individual IT SD and customer service metrics required.
Minimum Qualifications
- 2 years of IT support experience in:
- Troubleshooting hardware, software, and networking related issues.
- MS Office 2003 and/or 2007.
- Windows Active Directory.
- Proven Senior level Customer Service experience in the IT field, handling challenging, and unique situations.
- Excellent verbal and written communication skills.
- Solid documentation skills.
- Ability to:
- Effectively communicate technical information to non-technical audiences.
- Complete special projects/assignments with minimal supervision.
- Search internally/externally for support information.
- Team and customer-oriented attitude.
- Shift flexibility performing services for a 24 x 7 Global customer.
- Outstanding attendance and schedule adherence.
Perks and Benefits
- Paid Holidays
- Paid Vacation Leave
- Paid Sick Leave
- Paid Bereavement/Family Leave
- Maternity & Paternity Leave
- Single Parent Leave
- Life Insurance
- Medical / Health Insurance
- Medical, Prescription, Dental, or Vision Plans
- Employee Discounts
- Transportation Allowances
- Performance Bonus
Other
Attendance Bonus
Required Skills
- MS Office
- Computer Networking
- Windows Server
- Active Directory
- Technical Support
- Computer Troubleshooting
- Computer Hardware Troubleshooting
Preferred Courses
- Information Technology
- Computer Science
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Completed vocational course
- Recruiter response to application
- Always
- Office Address
- 30F GT Tower, Ayala Avenue, corner H.V. Dela Costa Street, Makati, Metro Manila, Philippines