Technical Support Specialist

Sangoma

Manila City, Metro Manila
Permanent
Full-time

2 months ago
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Technical Support SpecialistSangoma, a leader in business communications solutions, is seeking a dedicated Technical Support Specialist to join our team. With a reputation built on reliability and innovation, we provide fully integrated UCaaS solutions encompassing telephony, meetings, messaging, and more. As part of our commitment to superior customer service, this role plays a crucial part in assisting our partners and customers and ensuring seamless operations across our platforms. You will be at the forefront of technical support, troubleshooting issues, and contributing to the overall enhancement of our services. If you have a passion for telecommunications and a strong technical background, we invite you to help us deliver the best solutions for our clients. We are looking for talented technical support staff to join our team. Must submit your resume in English.Your Role:

Assisting company employees with technical requests
Triaging, prioritizing and routing all issues that come into the system
Ensuring that end users are being kept up to date on their ticket status
Managing user experience items on the corporate PBX systems like desk phones and voicemail
Ensuring that shared printer/copier/scanners are maintained and online across the company
Maintaining software license documentation for the organization
Proactive management of end user laptops, desktops and mobile devices
Basic network troubleshooting, including remote connectivity issues for end users
Troubleshooting and resolving issues with end user laptops, desktops and mobile devices
Ensuring the end user devices meet security standards as laid out in corporate policy
Some systems administration oriented work
Sharing after-hours triage responsibilities with the IT team
Other duties as assigned by management

RequirementsYour Background:

Willingness to jump into unfamiliar situations, ask questions and learn
A warm, customer-service oriented, disposition
Willingness to “own” a problem from initial report until final resolution
Must demonstrate a high proficiency in technical troubleshooting
Installing/configuring software and hardware on laptops, desktops and mobile devices
Managing inventory of company laptops, desktops and mobile devices
Familiarity with common end-user applications including: Chrome/Firefox, gSuite, MS Office suite, etc
Above average verbal and written communication skills
Fluent in English
2 year certificate or degree from an accredited institution

Preferred Experience:

Experience using Atlassian’s Jira platform for ticket management
Experience managing a VoIP PBX phone system
Experience with working on an IT team or on in a helpdesk type situation
Hands-on experience working with gSuite, Active Directory and anti-virus|malware platforms.
4 year degree from an accredited institution
Must have expert level written and verbal English vocational skills.

BenefitsWhat We Offer:

Extensive Benefit Options are effective after a short waiting period
Flexible Time Off & Company Holidays
Entrepreneurial work environment partnered with high-growth career opportunities

Sangoma