It Support Engineer (Mandaue Cebu - 1 Year Exp)

Job Description:

- Assist-end user on all in scope request with focus on client satisfaction, service delivery quality and technical excellence.

- Over-all responsible for the management, maintenance and provides technical support via onsite, phone, email and or remote on hardware and software issues, network diagnostic and repair.

- Must be able to coordinate to Senior Technical Support Engineer and Team Leader any critical technical issues.

- Set up new user's accounts and profiles.

- Walkthrough staff or clients through series of actions to resolve issues.

- Take ownership of assigned incident tickets and resolve within the agreed service level and targets.

- Proactively update end users with regards to their request.

- Ability to perform root cause analysis and technical reports for issues involving desktop environment.

- Assent Management.

- Analyze and respond to issues and develop resolutions in a timely manner.

- Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.

- Take full responsibility and the required action for the assigned tasks.

- Meet and adhere to attendance requirements based on Service Level Agreement

- Meet and exceeds KPI targets set by the client.

- Delivers quality, productivity, and compliance KPI/ SLA reports on daily, weekly, and monthly reports.

- Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.