Tier 2 Technical Support Representative (Agent Role) (On-Site)

Technical Support Representative (On-site) Tier 2

Cebu City

Responsibilities:

• Response to tickets escalated from Tier I
• Creates, monitors, tracks, schedules, updates and closes tickets within ServiceNow in a timely manner
• Provide friendly, professional support via phone, email, and on-site.
• Independently resolve most issues with Windows 7, 10, and network printers, software, and hardware break/fix
• Collaborate with vendors to resolve issues as necessary
• Diagnoses and troubleshoots end-user desktop application issues and provide appropriate solution

Qualifications:

• 2+ years of experience in an IT Help Desk role
• Experience in Office 365 and Active Directory Services
• Working knowledge of Windows 7 and 10 and Microsoft Office suite
• Basic understanding of Networking
• Remote access technologies (VPN terminal services, published apps, etc.)
• Preferred experience working with ServiceNow, Salesforce, and VMware
• Ability to assist others with complex issues in a professional manner
• Ability to manage and prioritize incidents, requests, and tasks
• Strong problem analysis and problem-solving skills
• Excellent written and verbal communication skills
• Resourceful, well organized, highly dependable, efficient and detail-oriented

Job Types: Full-time, Permanent

Pay: Php30,000.00 - Php33,000.00 per month

Benefits:

• Health insurance
• Paid training

Application Question(s):

• Are you available to work on a nighshift schedule?
• Are you willing to work onsite? Our office is located in Cebu IT Park.
• What is your expected salary?

Experience:

• BPO: 1 year (Required)
• Technical Support Representative: 1 year (Required)
• Helpdesk Support Role: 1 year (Preferred)

Work Location: In person