Deskside Technical Support
UXC Red Rock
Manila, National Capital Region (Manila) , Philippines
1d ago

Job Description : Qualifications :

Qualifications :

  • At least 4 years’ experience in deskside technical support, both HW and SW with good exposure on network and server infrastructure.
  • Able to communicate well on all level, handle and coordinate escalations to proper channels.
  • Job description :

  • Provides an on-site technical support for all user incidents and service request both HW and SW.
  • Provide second level support when remote support is not successful by managing the day-to-day support interface between end users and service providers.
  • Part of the escalation team that cannot be resolve by L1 and remote support.

  • Dispatching to a third party as necessary, usually when the problem requires a parts replacement or change to software code, environment or scripts.
  • Third party could be i.e. a support group internal or a third party vendor.

  • Provide Hands and Eyes’ support to infrastructure team.
  • Incident Management : Resolve routine in-scope technical incidents independently. Work with team members to resolve more complex incidents.
  • Change Management / Implementation : Independently implement changes / solutions to meet customer and / or trade / the company Information Technology infrastructure needs within area of technical responsibility.
  • Patch and Security Management : Apply patch and security changes per policy.
  • Configuration Management : Ensure Configuration Management Database (CMDB) entries are complete and accurate.
  • Solution Design : Understand the company solutions set and be able to apply these solutions to meet customer and / or trade infrastructure needs within area of responsibility.
  • Quality : Provide continual improvement recommendations for direct responsibility area (process improvement, technical standard updates, etc).
  • Project Management : Participate in customer and internal projects, including transformation.
  • Customer Relationship Management : Set expectations with customers and / or internal businesses / end users within defined parameters.
  • Teamwork : Work as part of a team, which may be virtual and / or global.
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