Support Desk Specialist

WEST Technology

Desktop Support Specialist, IT SUPPORT, Support, Support Desk Specialist
Makati, NCR
Posted 10 months ago

WEST Technology is looking for a Support Desk Specialist 
(Willing to be assigned in Makati)

For Interested Applicants you can send your resume to [email protected]

BASIC FUNCTION

Responsible for monitoring IVR platforms to ensure that they are functioning as designed. Attend to auto-generated and manually submitted incidents to determine the issue, assess the impact, apply solution, and escalate to appropriate group/s in compliance with agreed processes. Actively participate in troubleshooting bridges. Document and cascade high priority issues and solutions to the team, to improve the team’s response plan and solution cycle time.

MAJOR JOB ACCOUNTABILITIES

Support Desk Function

Responsible for monitoring IVR platforms to ensure that they are functioning as designed and take action if issues are observed.
Attend to auto-generated and manually submitted incidents to determine the issue, assess the impact, apply solution, and escalate to appropriate group/s in compliance with agreed processes.
Actively participate in troubleshooting bridges by calling out other issues that might be caused by the primary incident, highlighting affected clients and the impact they are experiencing, sharing information and solutions, and taking note of the resolution so that if the same issue happens again, we can take immediate action.
Document and cascade high priority issues and solutions to the team, to improve the team’s response plan and solution cycle time either in the form of knowledge base articles, knowledge sharing, or shift report.

MINIMUM QUALIFICATIONS

Experience

Minimum four years of professional experience with technical support and systems administration for technology based organizations required.

Technical

Minimum four years experience with Linux operating system applications, servers, infrastructure and troubleshooting (grep, log analysis, daemons, PIDs, netstat, etc.).
Minimum three years experience with network administration and troubleshooting (TCP/IP, DNS, firewalls, proxy servers, internet connectivity, ping, traceroute, nslookup, etc.).
Minimum two experience with telephony systems and IVR solutions (PBX, PSTN, GSX, routing, etc.).
Technical certifications for Linux, Network, and Telephony is a plus.

Softskills

Good command of English language.
Independent and able to work and follow instructions with minimal supervision.
Able to work with technical and/or non-technical people from different groups to address an issue, or delivery a project.
Resourceful and out-of-the-box thinker.
Critical thinker and have good decision making skills especially if in a situation wherein he needs to consider different things such as issue severity, incident impact, and client sensitivity.
Other
Intermediate knowledge of MS Office applications such as Word, Excel, and Outlook, etc.

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