Technical Support Specialist
SGS
Philippines, National Capital, Makati
4d ago

PRIMARY RESPONSIBILITIES

  • Provide first line support to SGS affiliates and external clients
  • Fast paced handling of incidents / requests resolution, escalation and information routing.
  • Deciding on incident severity / priority

    Validation and evaluation of technical and oroperational information pertaining to the incident

    First contact resolution and troubleshooting viaphone and remote access tools

  • Managing Incidents throughout their lifecycle
  • REPORTING LINE

    IT Service Desk Manager or Supervisor

    SPECIFIC RESPONSIBILITIES

  • Establishes controls to monitor the performance of the management systems.
  • Validate,evaluate and classify incident / requests.

    Determineresolution and / or escalation path to ensure all issues are appropriatelymanaged.

    Evaluate contentof requests / incident report and gather information if missing any.

    Record distinctissues in the tracking tools.

    Keep track ofknown solutions, consult knowledge database and use findings to respond tosenders / callers.

    Keep track ofseverity / priority 1 issues for appropriate escalation and follow-up.

    Recognizesolutions for repetitive use and enter those in knowledge database.

    Complies withrelevant Management Systems

    Complies withthe QHSE policies including but not limited to :

    Demonstrates strong commitment to SGS QHSE Policies,Procedures, and Work Instructions by participating in safety meetings,completing required training, intervening in unsafe situations, refusing unsafework, and complying fully with all applicable laws and regulations related toQHSE.

    Responds appropriately to emergency situations and assistsother staff members in maintaining readiness to respond to emergencies withinthe workplace.

    In accordance with the SGS QHSE Management Systemrequirements, disposes of, or directs the disposal of, waste generated as apart of daily work performed in a safe manner and in compliance with all wastetransportation and disposal regulations and requirements.

    Reports all incidents (actual incidents and near misses) inaccordance with the SGS Incident Reporting requirements.

    Uses all equipment (including safety equipment) in the manner intendedand reports any damaged / lost equipment to supervisor.

    Maintain a safe and tidy worksite.

    Maintains awareness of hazards and proposes controls to supervisor, QHSERepresentatives or relevant client / site contact.

    Actively participates in incident investigations and risk assessments asdeemed necessary by SGS management.

    PROFILE

    Bachelor degreeor equivalent in engineering or information technology / service managementcourses

    PreviousCustomer facing role

    IT Literate -familiar with MS office applications, internet based applications andunderstands the basics of programming done on soft-wares.

    Experience ofmulti-cultural environments.

    MicrosoftCertified Engineer is preferred

    REQUIRED SKILLS

    Experience / TechnicalKnowledge

  • Dependability : The role requires an individual that must be accurate in the updates to the system
  • Problem Solving : The ability to identify and resolve problems quickly and effectively
  • Pro-activity : The ability to take initiative to make improvements.
  • Communication : The ability to listen to users and convey ideas and solution effectively
  • Teamwork : Ability to work in a Team both local and remote
  • Technical Skills : The ability to learn new products
  • Customer Skills : The ability to interact with customers in a polite and professional manner
  • Language

  • Fluent English
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