ManilaWe’re 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 ROLEYour 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 necessaryModel 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 environmentApple operating systemsWindows operating systemsProficient in Active DirectoryKnowledge of network basicsEmail clients (Microsoft Outlook)Knowledge of VPN basicsExcellent communication, written and verbal are vitalExcellent customer service skills are vital Apply at our Ortigas recruitment centers : Mezzanine floor, Robinsons Cyberscape Beta, Topaz and Ruby Roads, Ortigas Center Pasig CityÂWe are open from Monday to Friday, 8am-
4pm.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.