Tech Experience Associate II

• Proactively address support requests to maintain high customer satisfaction and adhere to service level agreements.
  
• Operate effectively in a fastpaced setting offering assistance via phone email facetoface interactions and selfservice options.
  
• Take charge of issues and conduct problem analysis to implement temporary or permanent solutions aiming for swift service restoration.
  
• Collaborate with internal teams to escalate incidents when necessary ensuring timely resolutions.
  
• Troubleshoot and resolve software and hardware problems covering operating systems (Windows and Mac) and various applications.
  
• Maintain accurate records of all requests in the IT service desk system ensuring comprehensive and organized documentation.
  
• Install and configure new IT equipment ensuring compatibility and functionality and facilitating smooth onboarding for new employees.
  
• Handle software and hardware upgrades and resolve incidents across various devices such as printers copiers scanners WiFi laptops and desktops.
  
• Uphold a high standard of customer service treating all customers efficiently and respectfully.
  

• Collaborate with thirdparty vendors when needed to resolve complex issues ensuring effective resolution.
  
• Assist with other ITrelated projects as required leveraging technical expertise to support team objectives.
  
  

Requirements

• Diploma or Bachelor s Degree in ITrelated fields; fresh graduates are welcome.
  
• Proficient knowledge of operating systems including Windows and Mac.
  
• Familiarity with a diverse range of software applications.
  
• Basic understanding of RFID Biometrics and CCTV Systems.
  
• Sound grasp of hardware components and troubleshooting techniques.
  
• Excellent written and verbal communication skills with a customerfocused approach.
  
• Ability to thrive in a fastpaced environment and effectively prioritize tasks.
  
• Strong problemsolving abilities and a proactive approach to issue resolution.
  
• Experience using IT service desk systems and managing tickets.
  
• Meticulous attention to detail with outstanding time management and organizational skills.
  
• Selfdriven with exceptional interpersonal skills motivation and ability to perform under pressure.
  
• Committed to delivering outstanding customer service.
  
• Demonstrated capability to work independently and collaboratively within a team
  
• Comfortable working onsite at either our Makati or BGC offices with a flexible 24/7 schedule including some holiday and weekend shifts.
  
• Possession of relevant certifications (e.g. CompTIA A Microsoft Certified Desktop Support Technician (MCDST)) is advantageous.
  

Benefits