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IT Specialist

Education

  • PC's Microsoft / Networking Certifications/ Degree

 

Work Experience

  • 1-2 years of experiecne supporting desktop and help desk
  • OJT as a hands on support technican or remote help desk technician
  • Ability to follow direction from Sr. Lead technicians and engineers
  • Remote support
  • On call rotation
  • Shifts rotate nights, holidays & weekends

 

Skills, Qualifications and other requirements

  • Answers Service Desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met
  • Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems
  • Resolves and/or refers highly complex technical problems as appropriate
  • Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame
  • Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation
  • Identifies, evaluates, and prioritized customer problems and complaints to ensure that inquiries are successfully resolved.
  • Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.

 

Job Description

  • Acknowledge service requests, incidents or queries via ticketing, phone , Skype and email
  • Ability to see the change in priority of handling of issues and adapt.
  • Organizes and addresses assigned tickets in appropriate work queue and priority
  • Maintain IT inventory/asset management for assigned region and location
  • Metrics reporting of team initiatives to IT Management

Qualifications

Skills Required




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