Technical Support - Makati City, Pilipinas - ApolloTech Software Inc

Paglalarawan

• Provide first level support through diagnosing or troubleshooting problems and implementing corrective action either remotely;
• Following the SLA, isolate issues, identify and follow the proper escalation path for issues beyond the scope of support;
• Using the ticketing tool, log all updates and troubleshooting procedures performed including complete and comprehensible details.;
• Escalate issues that are beyond the scope of support to the proper level of support
• Take accountability and ownership of user issues through to resolution; escalated issues shall be monitored in behalf of the customer and communicate the progress and update the ticket/s in a timely manner
• Actively monitor ticket assignment/s for timely resolution;
• Proactively raise possible issues that may arise from existing problems or newly implemented change or system updates;
• Ensure that satisfactory resolution has been executed before putting tickets on resolved state;
• Demonstrate professionalism while handling inquiries or complaints of the customers;
• Properly turn over any pending tasks that need attention during scheduled absence (i.e. rest day or vacation leave);
• Contributes to Team/unit goals by accomplishing related duties as required.

• Bachelor's degree in Science, Technology, Engineering, and other related courses.
• Strong customer service skills; and have a dynamic and excellent analytical skill combined with a logical mindset
• Strong interpersonal skills and can work under pressure;
• Ability to learn and adapt quickly.
• Ability to multi-task and function as a generalist;
• Proficiency in troubleshooting Personal Computers
• Basic understanding of Information Technology Networking Devices;
• Amenable to rotating shift schedules including morning, mid-day, night shifts, weekends and holidays;
• Able and amenable to travel to client sites.
• Willing to work onsite- Makati City
• Fresh Graduates are welcome