Tech Support Specialist INT
West Corporation
Makati City, Philippines, Philippines
13d ago

Responsible for :

  • Monitoring system activity and functions ensuring resolution and documentation of system problems, making sure they are resolved in an efficient, timely, and accurate manner during assigned shift
  • Provide a single point of contact for customers needing problem resolution to a variety of phone or computer system issues
  • Escalate to appropriate resources any issue not deemed within the scope of the department and follow issue to confirm final resolution is made for the customer
  • Assist in the development and implementation of tools and procedures to enhance the monitoring and escalation process
  • MAJOR JOB ACCOUNTABILITIES

    Network Operations Center Functions -

  • Provide a single point of contact for customers needing to resolve problems with their phone or computer systems by receiving service requests via phone, and logging such service requests in a complete, concise manner
  • Determine if the service request is within the department's scope of responsibility, if so, analyze and handle the request, assisting the customer until the problem is resolved
  • Direct other service requests not handled by the NOC to the appropriate resources to resolve the problem, then follow the problem until final resolution for the customer, ensuring work orders have been addressed and properly closed out
  • Guarantee that high levels of customer satisfaction are provided during each point of contact with customers
  • Immediately notify appropriate individuals of any problems that could potentially impact production activities and follow escalation to keep impact minimal
  • Update information on service requests as necessary, and close out service requests when customers' problems have been resolved
  • Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures
  • Set up conference bridges for customers, both on scheduled and emergency bases, ensuring that necessary conference bridge information is distributed to appropriate individuals in a timely manner
  • Compile and generate service request management and trending reports, as requested
  • MINIMUM QUALIFICATIONS

    Applicant for this job will be expected to meet the following minimum qualifications :

    Education

  • High school diploma or equivelent required
  • Degree from an accredited college or university preferred. Equivalent work experience in a similar position may be substituted for educational requirements
  • Experience

  • Minimum one year experience in a network operations or technical support environment required
  • Minimum one year Unix experience preferred
  • Technical

  • Knowledge of Linux / Unix or Windows operating systems preferred
  • Knowledge of PC / LAN environments preferred
  • Knowledge Avaya and / or Novell Netware preferred
  • Unix, shell scripting, C, Windows systems preferred
  • Monitoring systems (e.g. Insight Manager, CA Unicenter, etc.) preferred
  • Other

  • Intermediate knowledge of Word, Excel Access and Outlook required
  • Technical

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