T1/T2 Technical Support Representative

BPO teleservices

T1/T2 Technical Support Representative

(National Capital Reg - Eastwood, Libis, Quezon City)

Responsibilities:
• Handling technical support inquiries for external (and internal) customers, mainly IT administrators on the phone and via email
• Escalating cases and being a point of contact for customers
• Work closely with Technical Support team as well as other internal Good Technology teams
• Maintain or exceed SLA targets with end customers and internally regarding call\email handling.

Requirements:
• Help desk support experience including Tier 1, and Tier 2 support levels.
• Intermediate knowledge of TCP/IP, DHCP, network connectivity and management, the OSI model, LAN/WAN understanding and administration experience is preferred
• Experience in all Microsoft operating systems at the administrator level.
• Experience in MS System Administration, as well as different types of security software and hardware (firewalls, routers)
• Intermediate level knowledge of MS Exchange, Outlook, active Directory, Lotus Notes, and Lotus Domino
• Knowledge of wireless carrier networks, as well as smart phones and pocket pc devices, Windows Mobile 6, Symbian, Palm, Blackberry
• Should have experience in diagnosing and troubleshooting server-related problems, such as performance problems, permissions issues and lockups.
• Ability to maintain excellent customer service relations and deal effectively with client's enterprise IS & IT professionals and end-user customer base.
• Available to work variety of shifts in a fast-paced 24x7 environment.
• A high level of judgment, advanced problem solving techniques, and technical writing skills in English
• Excellent communicator.
• Proactive in resolving customer issues and ability to ‘think outside the box’
• Ability to set up servers, install software, client software on a variety of handsets.
Walk-in applicants are preferred. You may visit our office from Monday to Friday, 10am to 7pm at 25/F IBM Plaza, Eastwood City Cyberpark, E. Rodriguez Jr. Ave., Bagumbayan, Quezon City
Company Address: 25/F IBM Plaza Bldg. Eastwood City Libis 1200
Industry: Call Center / IT-Enabled Services / BPO
Type of Company: Private Limited Company, Local Based CompanyBPO teleservices
25/F IBM Plaza Bldg. Eastwood City Libis 1200.