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Support Specialist T2
Work Type: Full-Time
JTB Hub, Purok 1, Brgy. Baloc, Santo Domingo, Nueva Ecija
Salary Range: P30,000 - P50,000
Primary Job Responsibilities:
Handle up to 80% of all incoming incidents to Service Desk. Provide our customers with world-class MSP support experience via tickets, emails, and or calls.
Provide second-level support and troubleshooting assistance.
Manage multiple clients & track issues in ticketing systems.
Strictly adhere to defined processes and standard operating procedures.
Create and maintain knowledge base (KB) documents.
May require participation in on-call technical support rotation.
Requirements & Qualifications:
Bachelor’s degree majoring in IT disciplines (non-degree holders with significant experience will also be considered).
At least 3 years of recent computer, server, network troubleshooting experience.
Ability to compose, read, interpret and edit complex documents and correspondence and relate information to stakeholders.
Communicate positively, professionally, and effectively to all customers, both verbally and in writing.
Excellent English communication and confident presentation skills.
Effective customer service skills.
Must be resourceful and able to take initiative in a dynamic and fast-paced environment, providing 24x7x365 support.
Advanced knowledge of current Microsoft desktop and server operating systems.
Advanced knowledge of Microsoft SQL, Exchange, SharePoint and other server applications.
Physically and mentally fit, amenable to work on a night shift schedule.