Deskripsi Pekerjaan
Are you a tech-savvy professional looking to kickstart your career in a dynamic Managed Services environment? OutForce BPO is seeking a dedicated Customer Support Technician to join our growing team in Cebu City. In this role, you will act as the primary point of contact for our enterprise clients, ensuring seamless technical operations and top-tier support.
We are looking for a problem-solver who thrives in an onsite environment and is passionate about troubleshooting complex IT issues. You will be responsible for managing support tickets, maintaining infrastructure health, and providing excellent service to our global client base. If you are detail-oriented, have a passion for technology, and want to work in an environment that encourages professional growth, we want to hear from you.
Tanggung Jawab
- Provide first and second-level technical support for managed service clients via phone, email, and ticketing systems.
- Proactively monitor network and server performance to identify and resolve potential outages before they escalate.
- Configure, deploy, and maintain hardware and software solutions for client end-users.
- Document all technical resolutions in the Knowledge Base to improve team efficiency and response times.
- Collaborate with senior engineering teams to escalate critical incidents and ensure timely resolution.
- Provide clear, concise updates to clients regarding the status of their service requests.
- Assist in the implementation of security protocols and routine system updates for client infrastructure.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- At least 1-2 years of experience in an IT Helpdesk or Managed Services Provider (MSP) environment.
- Strong knowledge of Windows/macOS operating systems, networking fundamentals (TCP/IP, DNS, DHCP), and hardware troubleshooting.
- Experience with remote monitoring and management (RMM) tools and ticketing software (e.g., Jira, Zendesk, ConnectWise).
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- Proven ability to work independently and manage multiple priorities in a fast-paced environment.
- Willingness to work onsite in Cebu City and flexibility with shifting schedules.