Senior IT Support Engineer
MicroSourcing International Inc.
Eastwood City, Philippines
6d ago

Job Description

As a Senior IT Support Engineer, you will be mainly responsible for :

  • To provide technical support to external and internal customers, assisting them with software, Server, networking and hardware problems via phone, email or onsite.
  • To provide 1st, and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service
  • To maintain a high degree of customer service for all support queries and adhere to all IT service management principles
  • To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site
  • To log all calls on the call logging system(MicroStatus) and maintain full documentation
  • Respond to enquiries from clients and help them resolve any hardware or software problems
  • Maintain a log of any software or hardware problems detected
  • Support users in the use of Computer equipment by providing necessary training and advice
  • To allocate more complex service issues to the relevant IT Support member
  • To arrange for external technical support where problems cannot be resolved in house
  • To ensure that all SLA’s are met
  • To work effectively and productively with 3rd line support
  • Produce statistics each month on call logging system(MicroStatus)
  • To maintain user security on all systems as per the company policy
  • Supporting users in the use of Computer equipment by providing necessary training and advice
  • To arrange for external support visit whenever problems cannot be resolved in house
  • Requirements

    To excel in this role, you would ideally have :

  • 3 to 5 years of experience in IT field, preferably onsite support experience
  • Candidate must possess at least a Bachelor's / College Degree
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows XP / 7 and MS Server 2003 / 2008
  • Networking Experience (LAN, WAN, Wi-Fi)
  • Knowledge of Active Directory (AD)
  • Knowledge of Symantec AntiVirus
  • Experience troubleshooting of hardwares and various softwares
  • Remote Access tools such as Log Me In or PC Anywhere
  • Good understanding of PC hardware and software set-up and configuration and TCP / IP networking skills
  • Excellent verbal and writtern communication skills
  • MCP, CCNA, Network+ or Server+ certification would be desirable
  • Willing to work in Eastwood City, Libis for a shifting schedule
  • Why Join Us?

    MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement.

    We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family.

    Cultures and Values

    We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started.

    We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.

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