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    Senior Technical Analyst - Metro Manila / NCR, Pilipinas - Microsourcing Philippines Inc

    Microsourcing Philippines Inc
    Microsourcing Philippines Inc Metro Manila / NCR, Pilipinas

    2 araw ang nakalipas

    Microsourcing Philippines Inc background
    Buong oras
    Paglalarawan
    The Senior Technical Analyst is responsible for all front-line interactions from Evolve IP clients to the Client Support Center.

    The ideal associate will provide quality first response to omnichannel client interactions, provide technical support, and achieve high client satisfaction.

    We are looking for associates who demonstrate our Vision, Motto, Core Values, and have a High EQ.

    Client-Centric:
    Being passionate, caring, and empathetic while delivering World Class CX

    Accountability:
    Taking ownership and initiative towards resolution or a finished product

    Collaboration:
    Partnering with other associates and Functional Areas towards Client Success

    Knowledge:
    Being a constant learner in the development and growth of yourself and other associates


    JOB RESPONSIBILITIES:
    60% - Quality Interactions
    Provide client-centered technical support via omnichannel interactions to achieve key performance goals. This includes ensuring client interactions are addressed in a timely and accurate manner and meeting or exceeding service levels. As a senior technical analyst, be able to assist technical analysts with their tickets.
    20% - Triage & Resolution

    Utilize service desk platform (JSD) for ticket management by providing adequate log notes, timely ticket updates, and work towards First Contact Resolution (FCR) for incoming inquires to the Contact Center.

    Triage more complex incidents and elevate to the Support Center for resolution. As a senior technical analyst, be able to assist technical analysts on Evolve IP products, triaging, and FCR.
    20% - Associate Development
    develop the skills necessary to troubleshoot a wide range of products/infrastructure using standard methods of procedure. Participate in weekly training sessions to learn internal and proprietary technologies. Utilize Evolve IQ education portal to expand your technology skillset, improve ticket resolution, and for career advancement.




    QUALIFICATIONS:

    Bachelor's degree or equivalent experience
    1 to 3 years of Help Desk/ Technical Support Center experience.
    1+ years of experience working with a Unified Communications, VoIP, or Cloud-Based Collaboration Platform

    OR

    1+ years of experience working within a virtual desktop administration preferably using VMware or Citrix; or Window Active Directory and Microsoft 365 administration experience.

    Experience with supporting Microsoft Teams Voice (Direct Routing)
    Experience with supporting BroadSoft or WebEx Calling
    Technology Certifications (CompTIA Network+, Cisco CCENT/CCNA)

    OR
    Microsoft Azure and AWS experience
    Microsoft Group Policy object administration
    Centrally managed Anti-Spam and Anti-Virus Administration
    Centrally managed cloud backup software
    Technology Certifications (Microsoft, VMWare, Citrix, Cisco)
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