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.
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