Technical Support Analyst
Crowe
Manila, National Capital Region
6d ago

Your Journey at Crowe Starts Here :

At Crowe, you have the opportunity to deliver innovative solutions to today’s complex business issues. Crowe’s accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value.

Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a Best Place to Work.

We are 75 years strong and still growing. Come grow with us!

Job Description : OVERVIEW :

OVERVIEW :

The Technical Support Technician is responsible for performing a variety of duties related to computer and telecommunication systems support.

Responsibilities include installing and resolving issues with company computers and networks, managing technical support projects and supporting employees on computer software applications

RESPONSIBILITIES : Job Summary

Job Summary

Technical Support Technician :

  • Interact daily with clients through a variety of channels including incoming telephone calls, e-mails, chats, and self-service tickets providing professional and skilled technical services and support to internal clients.
  • Accountable for meeting established service level agreements and maintaining the appropriate level of communication with the client and other IT staff.
  • Provide after-hours coverage on a rotational basis. Availability during non-business hours may be required. Responsibilities include logging and tracking incidents through resolution.
  • Accurate escalation of tickets per department procedures.
  • Assist with other assigned tasks within the department providing timely and accurate completion of all assigned duties.
  • Provides documentation of IT and non-IT procedures
  • Must be a strong problem solver with the ability to work in a highly collaborative environment.
  • Experienced and knowledge of project management concepts and techniques, strong work ethic with the ability to multi-task high impact issues.
  • Skilled in people management and general IT technologies such as Networking, Systems & Storage, Exchange, Security Compliance and Active Directory
  • Familiar with general office productivity tools such as MS Office Suite, Adobe, etc
  • Administrative

  • Maintain Service Desk ACD and Email Queue schedule to ensure proper support coverage up to 24 5 and After Hours
  • Review Daily Report
  • Monitor daily emails for updates or notifications
  • QUALIFICATIONS :

    Skill sets required include

  • Fundamental knowledge of all Microsoft applications and various hardware technologies
  • Strong technical, analytical, communication and customer service skills
  • Ability to define and direct coordinated processes to provide high quality systems, communication infrastructure, and technology support to the enterprise
  • Strong understanding of all MS Server OS technologies used by Crowe and troubleshooting processes
  • REQUIREMENTS :

  • Degree in CIS / MIS or related field experience is preferred.
  • HDI Certifications a plus
  • 1-3 years previous related experience required.
  • Customer service training / experience with relevant certifications is highly desirable.
  • Strong technical, analytical, communication and customer service skills.
  • Ability to utilize coordinated processes to provide high quality systems, infrastructure, and technology support to the enterprise.
  • General understanding of technologies and troubleshooting processes.
  • Availability during non-business hours and ability to work on Saturdays on a rotational basis; roughly four per year
  • Strong communication and documentation skills
  • KEY POSITIONS WITH WHICH THIS POSITION INTERFACES :

    All levels of firm personnel with incidents

    CSS Technical Support Technicians and Analysts

    CSS Senior Technical Support Technicians and Analysts

    CSS Technical Team

    COE Platform and Application Support Teams

    Technical Support Leader

    Members from other internal IT group to escalate tickets

    Our Benefits :

    At Crowe, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package.

    Learn more about what working at Crowe can mean for you!

    How You Can Grow :

    We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations.

    Learn more about where talent can prosper!

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