Help Desk Engineer
The Results Companies
Pasig, Metro Manila
9d ago

Position Overview

The Help Desk Engineer will be supporting a Windows infrastructure comprised of remote locations throughout North America, Latin America and Asia.

The Help Desk Engineer will also provide Level I / II support on a variety of desktops, systems, applications, networks and mobile devices.

This position will be required at times to work after core business hours as customer needs and / or business requires.

Duties and Responsibilities

  • Provide Level-I / Level-II support via phone, email, and onsite support as required
  • Handle first call resolution while building strong customer relationships
  • Provide support for Laptops and desktops, setup communication software such as Outlook and Lync.
  • Manage licensing for Email and Instant Messaging applications
  • Manage Active Directory users and group assignments
  • Coordinate issues via technical bridges regarding high level outages for internal and external tools used by the remote locations to service customers
  • Log tickets and requests received via phone, voicemail, Chat, email and will also log information regarding alarms from network and server monitoring tools
  • Escalate to internal departments as needed and ensure requests are resolved within Service Level Agreements (SLA)
  • Monitor and respond to alerts generated by various network and server technology tools, solving initially and escalating when necessary
  • Qualifications

  • 1+ years customer support / help desk related experience in a mid to large size company
  • 1+ years of experience operating in a Network Operations Center (NOC) environment
  • Strong technical troubleshooting skills
  • Strong working knowledge of TCP / IP, DNS, DHCP, FTP and HTTP
  • MS Windows Clients from Windows XP Windows 7
  • Mobile devices such as iPhones and Androids
  • Solid understanding of MS Office applications
  • Solid understanding of network environments (Wired and Wireless)
  • Monitoring solutions such as Open NMS, What’s Up Gold, or similar technology solution
  • Experience with CSI, IEX, or call center related software is a plus
  • Excellent interpersonal and customer service skills
  • Excellent communication (Both written and verbal) skills
  • Expertise in troubleshooting, performance tuning, and problem resolution
  • Proven ability to multi-task between operational and project related work efforts
  • Strong documentation, communication skills, and ability to train others
  • Ability to pass a background check

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