Help Desk Technician Level 2

Ortigas, Pasig City, Philippines

The Client is an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Help Desk Technician Level 2, your role is vital in keeping our customers happy and contributing to our organization’s growth and success.

As a Help Desk Technician Level 2 you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Date Privacy.

A SNAPSHOT OF YOUR ROLE

Your day could see you:

• Assist other technicians with requests for assistance with technical issues through IM, walk-ups, email, and via warm transfer where possible.
• Resolve escalated issues from a queue.
• Communicate technical tips and news throughout the team and by authoring knowledge base articles to further general knowledge.
• Educate technicians who have escalated incidents on the how these have been resolved.
• Assist operations in identifying initial skill gaps through escalated issues.
• Accept inbound calls from the ACD queue as necessary
• Model excellent customer service, process and technical skill.
• Model knowledge base solution usage and authoring.
• Model the necessity of ongoing learning and certification.

A BIT ABOUT YOU

• 2 to 4 years of experience in a Help Desk/Support Center environment
• Apple operating systems
• Windows operating systems
• Proficient in Active Directory
• Knowledge of network basics
• Email clients (Microsoft Outlook)
• Knowledge of VPN basics
• Excellent communication, written and verbal are vital
• Excellent customer service skills are vital

Job Type: Full-time

Salary: Php35,000.00 /month