Application Support Engineer
Rappler
- Pasig, Philippines3/F, North Wing, Estancia Offices, Capitol Commons, Ortigas Center, Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Công việc đã đóng.
Miêu Tả Về Công Việc
We are looking for a Technical Support Specialist who will be responsible for supporting Editorial and Users on proper computer operations to accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving User’s help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help.
Responsibilities
- Field incoming help requests from end users via both telephone and work orders in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from help desk customers. •
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Develop help sheets and knowledge base articles for end users.
- Perform related duties consistent with the scope and intent of the position.
Trình độ tối thiểu
- Extensive application support experience
- Familiarity with content management systems
- Knowledge of scripting and programming (Javascript, HTML, Css, Php)
- Knowledge of a range of web diagnostic utilities.
- Knowledge of social media platforms and services
- Experience with desktop operating systems including Windows, Linux, and Mac OS X
- Good understanding of the organization's goals and objectives.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and curiosity.
- Strong documentation skills.
Tóm tắt công việc
- Trình Độ Công Việc
- Phó Giám Sát/Giám Sát
- Ngành Nghề
- IT and Software
- Yêu cầu học vấn
- Tốt nghiệp Cử nhân
- Nhà tuyển dụng trả lời hồ sơ
- Once in a while
- Địa chỉ văn phòng
- 3/F, North Wing, Estancia Offices, Capitol Commons, Ortigas Center, Pasig, Metro Manila, Philippines
- Ngành nghề
- Newspapers / Journalism
- Vị trí đang tuyển
- 1 vị trí tuyển dụng mới
- Trang web
- https://www.rappler.com
Về Rappler
Rappler is a social news network where stories inspire community engagement and digitally fuelled actions for social change. Rappler comes from the root words "rap" (to discuss) + "ripple" (to make waves).
Rappler is growing, and with this growth comes the desire to find new people to join us in moving the world. Rappler has some new openings for people interested in working in the journalism industry, and if you've got the drive to succeed, we'd love to see what you've got.