Deskripsi Pekerjaan
Are you a tech-savvy problem solver looking to kickstart your career in the IT industry? Information Professionals is currently seeking a motivated and detail-oriented L1 Technical Support Specialist to join our dynamic team in Pasig City. This role is perfect for professionals who are passionate about technology, possess excellent communication skills, and are committed to delivering top-tier customer satisfaction.
As an L1 Support representative, you will serve as the first point of contact for our users, resolving technical queries and ensuring seamless operations. At Information Professionals, we prioritize career growth and professional development, providing you with the tools and mentorship needed to climb the corporate ladder within the ICT sector. If you are ready to build a solid foundation in technical support while working in a collaborative and supportive environment, we want to hear from you.
Tanggung Jawab
- Serve as the initial point of contact for end-users reporting technical issues via phone, email, or chat.
- Troubleshoot, diagnose, and resolve basic hardware, software, and network-related inquiries.
- Document all support interactions accurately within the ticketing system to maintain a comprehensive knowledge base.
- Escalate complex or unresolved technical issues to the appropriate L2 or L3 support teams.
- Ensure adherence to Service Level Agreements (SLAs) regarding response and resolution times.
- Provide clear, concise, and professional communication to users throughout the resolution process.
- Participate in ongoing training to stay updated on the latest internal software and company infrastructure.
Kualifikasi
- Associate or Bachelor’s Degree in Information Technology, Computer Science, or a related field is highly preferred.
- Previous experience in a Help Desk, Customer Support, or technical service role is a significant advantage.
- Strong analytical and problem-solving skills with an aptitude for learning new technologies quickly.
- Excellent verbal and written communication skills in English.
- Ability to work efficiently under pressure and handle multiple tickets simultaneously.
- Proficient in using common office software and basic network diagnostic tools.
- High level of reliability, punctuality, and a positive, team-oriented attitude.