JOB SUMMARY: The Technical Support Specialists role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving prioritizing documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools as well as require that the individual give handson help at the desktop level. SCOPE AND COMPLEXITY: The work of this position is guided by defined policies guidelines and established practices and precedents. This position is responsible to adhere to all national guidelines as set forth by the Labor Code of the Philippines and various guidelines. ESSENTIAL DUTIES AND RESPONSIBILITIES: Resolve incoming help requests from end users via both telephone and work orders in a courteous manner. Documents all pertinent end user identification information including name department contact information and nature of problem or issue. Builds rapport and elicits problem details from help desk customers. Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician. Records tracks and documents the help desk request problemsolving process including all successful and unsuccessful decisions made and actions taken through to the final resolution. Applies diagnostic utilities to aid in troubleshooting. Accesses software updates drivers knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution. Identifies and learns appropriate software and hardware used and supported by the organization. Performs handson fixes at the desktop level including installing and upgrading software implementing file backups and configuring systems and applications. Test fixes to ensure problem has been adequately resolved. Performs postresolution followups to help requests. Develops help sheets and knowledge base articles for end users. Other tasks/functions that may be assigned by the company as per business requirement; these may change from time to time to reflect the changing requirement of your position and our business.
IT Support Engineer
