Strategic Networks, Inc.
· Assist-end user on all in scope request with focus on client satisfaction, service delivery quality and technical excellence.
· Over-all responsible for the management, maintenance and provides technical support via onsite, phone, email and or remote on hardware and software issues, network diagnostic and repair.
· Must be able to coordinate with Senior Technical Support Engineer and Team Leader on any critical technical issues.
· Ensure all tasks are updated and documented including troubleshooting and resolutions steps prior closing.
· Checking of end-user log
· Must be able to escalate tickets with dependencies to respective towers/ group to resolve the concerns of end user.
· Walkthrough staff or clients through series of actions to resolve issues.
· Take ownership of assigned incident tickets and resolve within the agreed service level and targets.
· Proactively update end users with regards to their request.
· Ability to perform root cause analysis and technical reports for issues involving desktop environment.
· Asset Management.
· Analyze and respond to issues and develop resolutions in a timely manner.
· Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.
· Take full responsibility and the required action for the assigned tasks.
· Meet and adhere to attendance requirements based on Service Level Agreement
· Meet and exceeds KPI targets set by the client.
· Delivers quality, productivity, and compliance KPI/ SLA reports on daily, weekly, and monthly reports.
· Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.
Mica Remoquillo
RecruiterStrategic Networks, Inc.
Üç gün içinde aktif
19, Vertis North Corporate Center. Astra Drive, Bago Bantay, Lungsod Quezon, Kalakhang Maynila, Philippines
Yayınlandı 03 June 2025
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