Qualifications

Min. Work Experience

2 years

Educational Attainment

College Degree

RESPONSIBILITIES:
 
  • Field incoming help requests from end users via both telephone and work orders in a courteous manner.
  • Provide onsite and remote support to end-users
  • Respond to assigned tickets/tasks in accordance with SLA guidelines
  • Record, track, and document the problem-solving process, including all actions taken, relevant research articles, software/hardware information as well as the final resolution.
  • Apply diagnostic utilities and best practice methodology to aid in troubleshooting.
  • Update technical support documentation when required
  • Setup and support mobile devices (Android, iOS, Blackberry)
  • Troubleshoot Windows Desktop and Microsoft Office applications
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Utilize RMM and PSA platforms to maximum efficiency
  • React to service outages promptly with adherence to standard operating procedures
  • Self-triage and dispatch tickets when required
  • Take ownership of tasks and follow through to ensure complete resolution
  • Take a personal interest in and responsibility for the quality of work performed or associated with.
  • Perform hands-on 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.
  • Perform post-resolution follow-ups to help requests.
  • Participate in the On-Call Rotation
  • Follow all company policies and best practices such as accurate time tracking.
  • Perform related duties consistent with the scope and intent of the position.
 
REQUIRED QUALIFICATIONS:
 
  • 1-2 Years IT Experience in a support or assistant function
  • 2+ Years Customer Service experience
  • Fundamental understanding of TCP/IP
  • Ability to apply troubleshooting methodology
  • Working knowledge of Windows Desktop OS
  • Basic knowledge of AD, MS Exchange and DNS
  • Basic networking experience
  • Ability to pay close attention to details while performing technically detailed tasks
  • Self-motivated with the ability to work in a fast moving environment
  • Strong interpersonal skills including phone manner, written communication and client-care
 
MEASUREMENTS FOR SUCCESS:
 
  • Strong positive client feedback
  • Consistent billable utilization of 85%+
  • Obtains at least 1 IT Certification per year
  • Demonstrates ability to work independently and work issues through completion with minimal escalation
  • Meet resolution SLA times and Budget Hours when working on tickets
  • Minimal re-opened tickets after completion

Skills Required
Customer Service, TCP/IP, Troubleshooting methodology (Advanced)
IT Support/Assistant Experience, Windows Desktop OS (Intermediate)
AD, MS Exchange, DNS (Basic)
Job Description

ZigZag Media is looking for the most talented Support Engineer Tier 1 to join our team!
 
We are looking for full-time Support Engineer Tier 1 to work in our client's Makati office. This person is responsible for first line of support of low level incidents and requests. This role primarily focuses on effective incident handling – the primary objective being to get the end-user up and running as soon as possible without performing root cause analysis. When necessary, information must be collected from the user as well as the systems in question to prepare for escalation if needed.
 
This role requires exceptional communication and social skills to make the end user feel comfortable and at ease in stressful situations. This person must understand the importance of the client’s IT systems to the business to properly handle the requests. Communication in this role is the key to success. Although this is an entry level technical position, this role has a very high client exposure; therefore personality and cultural fit is possibly more important here than
technical skills. However this person must be able to work through problems and use available resources to get issues resolved. Strong troubleshooting methodology will go a long way.

Job Details

Job Location

Pasig City, Metro Manila

Employment Type

Full-Time

Job Category

Computer & IT

Work Schedule

Day Shift

Position Level

Staff

Gross Monthly Salary

Php 25,000 - Php 50,000

BPO

501-1000 Employees

Mon - Fri, 07:00 AM - 04:00 PM

Information not available

ZigZag started over 7 years ago as a back-office support in Manila for our Advertising Agency in Brisbane. We started with web developers, graphic designers, data miners and customer care support.

ZigZag has created a fully serviced office for businesses who are ready to grow offshore. There isn’t just one fit for all businesses, so we offer A-Z of offshoring to best suit your business.

We have 40+ Offshoring clients with over 320 staff supporting businesses in Australia, New Zealand, USA, UK, Singapore, China, Hawaii and Japan.

We are focused on providing value to our clients by offering quality staff who are English proficient professionals with specialised skills.