Technical Support Specialist

A Service Assurance/Technical Support I is responsible for ensuring that IT services meet agreed-upon performance levels. They monitor service performance, identify issues, and implement corrective actions to maintain high levels of service availability and quality. Responsible for performing routine troubleshooting, and incident handling procedures while maintaining customer satisfaction and contributing to the highest delivery level of customer service possible.

Key Responsibilities:

• Monitor service performance: Use monitoring tools to track service metrics such as uptime, response time, and error rates.
• Identify and troubleshoot issues: Diagnose service problems, identify their root causes, and implement solutions.
• Maintain SLAs: Ensure compliance with service level agreements (SLAs) by monitoring service performance and taking corrective actions as needed.
• Implement service restoration procedures: Develop and implement plans to restore service quickly and minimize downtime.
• Coordinate with other teams: Work closely with operations, development, and infrastructure teams to ensure seamless service delivery.
• Provide technical support: Assist in troubleshooting service issues and providing technical guidance to other team members.
• Document service issues and resolutions: Maintain detailed records of service incidents and their resolutions.
• Report on service performance: Prepare regular reports on service performance, highlighting key metrics and trends.

Essential Duties:

• Take ownership of all incidents and requests coming into the service desk. While over the phone, email and chat, be able to provide a pleasant support experience while addressing customer’s issues and requests, handle escalations and effectively document the details and updates on requests, and issues within the ticketing tools. Ensure all incidents and change requests are documented fully and meet our client’s and management’s satisfaction before closing.
• Following up on all incidents and requests as per ticket handling procedures. Communicate information between tier II Help Desk Technicians and our clients. Request additional information from clients as per ticket notes and inform clients or partners of closed incidents and requests.
• Be responsible for meeting attendance requirements for your scheduled shifts. Complete any daily assigned tasks that are within your tier responsibility before the end of your shift, or make the next shift aware of any outstanding requests to be completed.
• Serve as the first point of contact for customers seeking technical assistance
• Respond to requests for technical assistance via phone, chat or email.
• Diagnose and resolve technical hardware and software issues
• Advise customers on appropriate actions
• Log all help desk interactions
• Provides high level customer service to clients and customer
• Awareness of customer service principles and practices
• Ability to follow Help Desk procedures while working in an ITIL environment
• Ability to work within team-oriented, collaborative environment
• Ability to rapidly adapt and manage multiple demands concurrently while prioritizing issues in a fast-moving, dynamic environment.
• Maintaining excellent communication, interpersonal, problem solving, and analytical skills and practices
• Escalate to Tier II Help Desk Technicians as needed to resolve issues.

Required Skills and Qualifications:

• Associate’s or Bachelor’s degree preferred – Computer Science, Networking or Engineering focus
• Work experience: 1 - 4 years of experience in Help Desk support in an ITIL environment
• Strong understanding of IT infrastructure, networking, and systems
• Experience on telecom industry
• Experience with service monitoring tools and techniques
• Knowledge of ITIL and other service management frameworks
• Problem-solving and analytical skills
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Willing to work onsite
• Willing to work in Mandaluyong City
• Willing to work on a permanent night shift

WHO IS ENDEAVOR MANAGED SERVICES?

End-to-end technology solutions partner.

Over the last twenty years, Endeavor Managed Services has grown steadily thanks to one thing: customer loyalty. Throughout those years, we have added new services, technologies, and personnel in support of the changing demands of our clients. Endeavor Managed Services is more than a technology services provider; we are a technology solutions partner. Time after time, our clients turn to us to help solve their most pressing business challenges. And time after time we answer those challenges through innovation, adaptability, and a laser focus on our clients' needs.

Company Profile

Endeavor is a managed services company backed by proprietary & scalable technology platforms focused on network and digital transformation that offers offer Solutions Design and Engineering, Connectivity, Provisioning, Operational Support, Project Management, and Order Fulfillment Logistics. Endeavor Managed Services is driven by a commitment to advance our customers' goals and prepare them for what's on the horizon. Today, we're excited to share an update on our progress and how our shared passion is starting to come to life among our teams, customers, and the industry.

Our Vision

Our vision is to create a seamless managed service provider experience for the channel focused on network development, rollout, operation, and support that is both agile and nimble.

Our Mission

Our mission is to work together as a team to build a platform for scale, create a single pane of glass experience and superior customer satisfaction, and grow fast in network development, rollout, operation, and support.

We would like to tell you a little more about this position and learn a few things about you as well.

Are you interested? If so, please send your most updated CV to [email protected] and CC [email protected].

https://www.endeavor-ms.com/

Pay: Php20,000.00 - Php30,000.00 per month

Benefits:

• Additional leave
• Company events
• Flexible schedule
• Flextime
• Health insurance
• Life insurance
• On-site parking
• Pay raise
• Staff meals provided
• Work from home

Work Location: Hybrid remote in Mandaluyong