Desktop Support Engineer

Desktop Support Engineer

Microsourcing Philippines Inc
Metro Manila / NCR
3 - 5 Years
Not Specified

Job Description

Key Responsibilities Required
• Cover 1st/2nd line level on calls and tickets that come through, resolving tickets within SLA agreements.
• Monitoring and respond to alerts on Science Logic and Managed Workplace
• Escalating high priority tickets to Infrastructure Support Specialist
• Fully understand the service TIG has been engaged to deliver in line with contractual arrangements
• Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues
• Provide a single point of contact for end users support using all contact mediums
• Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
• Establish a quality working relationship with end users
• Develop and maintain communication skills appropriate to the environment
• Analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales
• Understand and operate the escalations procedures
• Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion.
• Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks.
• Show an outward commitment to actively develop personal knowledge
• Develop new documentation and procedures
• Trending on internal & client alerts to reduce incidents and improve system stability
Key Performance Indicators
• Achieving satisfactory levels in Customer questionnaires
• To deal with the day to Day Incident volumes to a high level of service.
• To provide an exceptional level of service to all TIG clients.
• To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes.
• To ensure Documentation is clear and concise
• Gather technical knowledge to consistently increase your own skill set.
Skills and Experience:
• Bachelors degree in Computer or Technology related course
• Troubleshooting desktop issues, i.e. printers, network issues, unlocking AD accounts, troubleshooting Microsoft applications.
• Basic understanding of MS 2003/2008/2012 Windows server
• Basic understanding of Active directory
• Basic understanding of Exchange 2007/2010/2013
• Email Filtering and Spam Applications i.e. Mimecast
• Good communication skills and where appropriate, ability to communicate in other required languages.
• Proven Customer Service Skills
• Positive, enthusiastic and supportive individual
• Ability to take ownership of and progress incidents to resolution
• Ability to work under pressure
• Ability to work in a team and to support team members
• Effective keyboard skills
• Communication and interpersonal skills including listening, building rapport, establishing empathy and demonstrating awareness of internal and external issues in a calm and polite manner.
• Analytical Fault Finding
• Knowledgeable on the ff: Science Logic EM7 & Managed Workplace, Lync or Skype for Business

Job Details

Industry:

ITES / BPO

Function:

IT

Education:

MicroSourcing Philippines Inc, is one of the leading outsourcing solutions providers in the Philippines. We specialize in setting up offshore operations for foreign clients who operate in a wide variety of industries all over the world. Our offices are located in the Eastwood City Cyberpark, Mall of Asia Complex, Bonifacio Global City, Ortigas and Cebu IT Park and form the perfect professional environment from which we can run our various projects. MicroSourcing is a fast moving and flexible company with a great international management team.

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Functions : IT

Industries : ITES/BPO

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