IT Support Services Technician in Cainta, Calabarzon, PH at TTEC

Date Posted: 6/19/2018

Job Snapshot

Job Description

Position Summary


IT Support Services Specialist is responsible for providing day to day end user technical support to local IT and technical operational issues to Percepta IT leadership.  This will include but not be limited balancing technical workload. 
 
The position will work to develop strong relationships with other IT teams and Operations teams to meet and exceed customer expectations.
 
Duties and Responsibilities

•       Gathers and analyzes information about the customer’s issues and determines the best way to resolve. 

•       Provides technical support and troubleshooting when applicable 

•       Routes and escalates ticket/request to the proper support group 

•       Follows up on any ticket/requests for feedback and quality of service 

•       Special site projects e.g. floor expansions, deployment of new images etc. 

•       Quality Assurance monitoring 

•       On Call availability 

•       Perform other duties as assigned
 
Experience
 
•       Minimum 5 years Technical experience (trouble-shooting and resolving both hardware and software issues).  Help Desk experience is preferred. 

•       Minimum 5 years’ Experience with a ticket tracking tools e.g. Remedy, Service Now required 

•       Minimum 5 years in depth knowledge of back office applications, Outlook, Microsoft Office, Citrix/VMware and Knowledge of telephony equipment and functionality required.
 
Skills 

•       Excellent attention to detail and outstanding follow-up skills  

•       Tactful and open–minded 

•       A good listener with a proven ability to build relationships with all types of staff  

•       Strong technical aptitude and the ability to work well under pressure with tight deadlines  

•       Excellent research skills 

•       Strong customer service skills with a desire to exceed customer expectations 

•       Excellent communication/writing skills 

•        Ability to clearly communicate professionally, in English, both written and orally