IT Support Specialist
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Position Title: IT Support Specialist

Job Location: Clark Freeport Zone, Pampanga

Why we’re awesome?

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”. What does this mean? 

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors. 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary

Job Responsibilities:

  1. Maintains full ownership of tickets through its lifecycle and Incident Management process
  2. Ensuring all elements of the process, including Major Incident Management are implemented and operationally managed
  3. Maintains various Policy and Procedure documents
  4. Provides first call resolution or triage for all calls
  5. Provides reports to an agreed schedule (or on request), including management summary, KPIs and detailed performance reports
  6. Ensures accurate logging incidents, service requests, access requests and changes
  7. Ensures that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage
  8.  Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution are made
  9. Utilizes the KB and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested.
  10. Completes initial diagnosis and progress all issues in a timely fashion to meet customer SLAs, resolving the incidents wherever possible
  11. Escalates tickets to the appropriate Specialists if required
  12. Forward tickets/requests to 3rd party suppliers where necessary and manage the          progress of these through to closure
  13. Monitors Risks, Issues, Action Logs and Dependencies. Manages service desk mailbox
  14. Manages analyst performance on a monthly basis with focus on adherence to SLA achievement, customer focus, proactive problem solving and incident avoidance, expected telephony occupancy
  15. Schedules engineers to conduct incident activity
  16. Works with engineers to resolve incidents
  17. Supports room based video conferencing
  18. Reviews call logs and trends
  19. Any other tasks or projects assigned by the IT Management
  20. Provide occasional out of hours support

Qualifications:

  1. Degree in IT or any IT related discipline
  2. Good understanding of ITIL in principle particularly in the Service Operation space, covering Service Desk , Incident Management, Problem Management and Knowledge Management
  3. Understands and has a strong appreciation for the 'frontline' role service desk operations have on shaping the overall relationship between IT and the business
  4. Passionate about customer service and ability to handle challenging customer conversations. Ability to prioritise under pressure
  5. Good knowledge of server operating systems with particular focus on Windows Server 2008 / 2012 Active Directory
  6. Good knowledge of desktop operating systems (Windows) and associated hardware and software necessary to install and support users from an operational perspective
  7. Knowledge of Google productivity suite (Docs, Sheets, Google Drive)
  8. Knowledgeable on Mac operating system (Troubleshooting and Maintenance)
  9. Knowledge of mainstream mobile device platforms (IOS, Android, Windows Phone)
  10. Technical: Microsoft Windows Server. Active Directory (Administration)
  11. Knowledge End-User Devices (Desktop / Laptop / Mobile Phone / Desk Phones)
  12. Understanding of Networking technologies and concepts. Use of System’s monitoring tools
  13. Good knowledge of Voice Telephony is an advantage
  14. Troubleshooting and Maintaining network and computing systems

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.