Help Desk Technician Level 2
Acquire Asia Pacific Incorporation
Metro Manila, PH
7d ago
source : Monster
  • 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.
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