Network Specialist
Telus International
- Ortigas Center, Pasig City
- Permanent
- Full-time
- Graduate of 2- or 3-year vocational course
- Required Certification Work Experience Cisco, Microsoft, and Comp TIA+ Certifications.
- ITIL certification is preferable but not essential.
- MCP certification is desirable.
- Minimum 2-3 years IT Support experience with Managed Service Provider experience preferred.
- Technical Skills Well-versed in troubleshooting and configuring Microsoft and Apple operating systems.
- Linux experience an asset.
- Proficiency with MS Office, MS Azure, Apple, and GSuite applications.
- Proficiency with network administration tasks preferred.
- Basic typing skills (at least 20-25 wpm).
- Basic knowledge of call center operations preferred.
- Proficiency in other technical knowledge or applications as defined by the client.
- Provide second level IT support to internal employees for all desktop related problems and for chronic or complex issues that may need closer collaboration with support groups.
- Problems include computer hardware and software errors, network connectivity issues, application outages, telephony problems, logical and physical access permissions, wireless network connectivity failures, malware problems, handheld problems, and other IT related issues.
- Interacts with call center agents, office staff, and remote and home workers through warm transfer calls from Tier 1, callbacks, chats, and emails, regarding IT issues and queries.
- Records interactions into the ticketing system ensuring accurate and complete ticket profiling, logs, and resolution details.
- Troubleshoots desktop and network issues that could not be resolved at the Tier 1 level and identifies technical problems, diagnoses error messages, determines causes, and either provides resolution or collaborates with the proper support team.
- Resolves desktop issues and common network issues via system using industry best practices and by connecting to remote systems using a variety of internal tools and systems.
- Conducts research on "unknown issues" from Tier 1 and works with Tier 3 teams and client vendors on issues that are outside the scope of Service Desk to provide solutions for customers.
- Uses pre-defined scripts and tools (such as Intune and other MDM solutions) to install software packages and to implement or modify group policies.
- Uses a variety of Backup and BCDR solutions to recover client data or restore services.
- Responds to high-profile escalation requests and follows a pre-defined incident management process.
- Assists Tier 1 in call taking and handling outstanding tickets when there is high call volume or ticket backlog.
- Works with PRMT on creating and updating processes and knowledge base for possible resolutions on unknown issues.
- Identifies coaching opportunities and acts as mentor for Tier1 with respect to troubleshooting and appropriate ticket assignment.
- Participates in a scheduled On-Call rotation.