Technical Support Analyst - Alabang
- Alabang, Muntinlupa City
- Permanent
- Full-time
- Applies functional knowledge and skills to the problem to identify root cause
- Obtain the facts and information needed to collaboratively arrive at the optimal outcome
- Takes responsibility and ownership for decisions, actions and results
- Organizes work tasks based on business priorities
- Completes work on time and keeps the right people informed
- Takes ownership of tasks and actions while being focused on outcomes
- Establish root cause of issues to ensure resolution
- Identify and weigh solution options including evaluating impacts, risks, costs, & time
- Validate resolution
- Applies a systematic approach to confirm, identify, and resolve system issues
- Understands and applies the protocols, procedures, processes, and techniques to prevent the unauthorized access to and protection of systems and data and complies with applicable contractual, regulatory, statutory, and company policies
- Provides support for customer inquiries and issues in a manner that sustains confidence and positive outcome
- Understand technology functionality, standard operating procedures, common issues, and solutions
- Maintain up-to-date knowledge about deployed technologies and how they affect the business
- Empathize with end-user needs and provide technology guidance
- Stay current on technology trends
- Provide phone support during “All Hands on Deck” events such as high volume days and enterprise outages driving volume to our Level 1 help desk
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
- Undergraduate degree or equivalent experience
- 2+ years of experience the desktop support technology field
- 1+ years working in a high-volume call center environment
- Hands-on experience with ITIL processes and ITSM tools (ServiceNow, Service Manager)
- IT Helpdesk experience, Desktop/Product Support experience
- Direct customer service or relationship management experience
- Proven experience contributing and aligning to a vision and translating that into practical action
- Proven ability to be a champion for change and continuous improvement
- Proven self-motivated and able to work with little direct supervision and drive results with disciplined follow-through
- Proven adaptable and flexible to meet objectives and changing priorities
- CompTIA+, Network+, and Security+ Certifications