Tech Experience Associate I

About Us:

Started in 2013 by CEO Carmen Booth and Managing Director Jamie Booth with a vision to provide businesses from all around the world with their own full-time first-rate offshore team in the Philippines. Our smart tailored outsourcing and HR solutions deliver high-quality results with reduced operating costs for companies of all sizes across a wide range of industries.

JOB SUMMARY: The Tech Experience Associate provides proactive and comprehensive IT support to employees and clients serving as the central point of contact for all IT-related incidents and service requests. This role aims to deliver first-line support and exceptional customer service while ensuring continuous service delivery.

We are seeking a proactive and dedicated individual to join our team as a Tech Experience Associate. If you are passionate about delivering outstanding IT support and contributing to a positive tech experience for our employees and clients we encourage you to apply.

RESPONSIBILITIES

Main Tasks:

• Focuses on resolving from basic to complex user issues following established procedures and knowledge base resources with or without the guidance of senior associates.
  

• Troubleshoots common problems with hardware software network access passwords and basic applications.
  

• Logs and documents issues efficiently.
  

• Proactively resolve support requests while ensuring high customer satisfaction and meeting service level agreements.
  

• Work in a dynamic fast-paced environment delivering support through various channels such as phone email in-person and self-service.
  

• Configure devices for onboarding employees ensuring smooth integration into the IT environment.
  

• Take ownership of issues and conduct problem analysis to implement temporary or permanent fixes aiming to restore service promptly.
  

• Escalate incidents to other support teams when necessary collaborating with internal resources to ensure timely resolutions.
  

• Accurately record update and document all requests in the IT service desk system maintaining thorough and organized records.
  

• Install and configure new IT equipment ensuring compatibility and functionality.
  

• Upgrade and resolve incidents related to different types of software and hardware including printers copiers scanners Wi-Fi laptops and desktops.
  

• Maintain a first-class level of customer service ensuring all customers are treated efficiently and with respect.
  

Secondary Tasks:

• Escalate incidents to third-party vendors when appropriate collaborating with external partners to resolve complex issues.
  

• Contribute to other IT-related projects as assigned leveraging technical expertise to support the teams success.
  

Requirements

Possesses the following traits

• Ability to diagnose and resolve complex technical issues.
  

• Strong analytical and problem-solving skills.
  

• Excellent communication and interpersonal skills.
  

• Ability to work independently and as part of a team.
  

• Excellent time management and organizational skills.
  

• Strong dedication to delivering exceptional customer service.
  

Must Haves

• Minimum 0-1 year of experience in IT support or a related field.
  

• Experience with IT service desk tools and ticketing systems.
  

• In-depth knowledge of IT infrastructure and various technologies (networking operating systems applications).
  

• Familiarity with incident management best practices.
  

• Leadership qualities and the ability to mentor others.
  

• Diploma or Bachelors Degree in IT related discipline.
  

• Solid understanding of hardware components and troubleshooting.
  

• Must be willing to work hybrid and full onsite to different offices of Booth and Partners 24/7 shifting schedule with coverage during holidays and weekends.
  

• Must be willing to be assigned on different sites
  

Good to Have

• With basic knowledge in RFID Biometrics and CCTV Systems.
  

• Relevant certifications (e.g. CompTIA A Microsoft Certified Desktop Support Technician (MCDST)) are a plus.
  

Benefits