Deskripsi Pekerjaan
About the Role
At Accenture, we believe in building the future through technology and talent. We are currently seeking a dedicated Technology Support Engineer to join our global IT team in Mandaluyong City, Metro Manila. In this role, you will be part of a dynamic group that ensures the seamless operation of our internal technology ecosystem. If you are passionate about solving complex problems, eager to learn new skills, and thrive in a collaborative environment, this is the perfect opportunity to propel your career in a global professional services firm.
What You Will Do
As a Technology Support Engineer, you will explore new opportunities to build knowledge and support the group while engaging in problem-solving discussions. You will own the incident lifecycle from diagnosis to resolution, providing expert technical support for hardware, software, cloud applications, and enterprise systems. You will work closely with cross-functional and global teams to troubleshoot issues, enhance user experiences, and contribute to the stability and security of Accenture's IT infrastructure. Your ability to understand user needs and translate them into technical solutions will be critical to your success.
Who We Are Looking For
The ideal candidate possesses a strong foundation in IT principles, demonstrated through a Bachelor's degree in Information Technology or a related field, along with at least one year of experience in a technical support or helpdesk environment. You have excellent communication skills in English, a knack for active listening, and a methodical approach to problem-solving. Familiarity with IT service management tools like ServiceNow or Jira is essential. At Accenture, you will have access to unparalleled training and development opportunities, connecting with a network of global experts. Bring your best self to work and let's innovate together.
Tanggung Jawab
- Provide first and second-level technical support to end-users for hardware, software, and network issues via phone, chat, and ticketing system.
- Troubleshoot and resolve incidents related to Windows, macOS, Microsoft 365, and enterprise applications.
- Manage support tickets efficiently, ensuring timely resolution, accurate documentation, and SLA compliance in ServiceNow.
- Participate in problem-solving discussions to identify root causes and implement workarounds or permanent fixes.
- Assist in the deployment, configuration, and maintenance of IT equipment including laptops, desktops, and mobile devices.
- Collaborate with global cross-functional teams to support IT projects, system upgrades, and transition activities.
- Maintain and update the IT knowledge base with troubleshooting procedures, guides, and FAQs.
- Ensure adherence to Accenture's security policies, data privacy standards, and compliance requirements.
Kualifikasi
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- At least 1-2 years of proven experience in a technical support, helpdesk, or IT support engineer role.
- Strong understanding of Windows 10/11 and macOS operating systems, Active Directory, and Microsoft 365 administration.
- Experience with IT service management tools (e.g., ServiceNow, Jira Service Management, Remedy).
- Excellent problem-solving, analytical, and troubleshooting skills.
- Superior verbal and written communication skills in English, with a strong customer service orientation.
- Willingness to work on a hybrid setup in Mandaluyong City, with occasional shifting schedules as required.
- Relevant certifications (CompTIA A+, Microsoft Certified, ITIL Foundation) are highly advantageous.