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Deskside Support Engineer III in Quezon City, NCR at Concentrix

Date Posted: 2/7/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
    Other
  • Experience:
    At least 3 year(s)
  • Date Posted:
    2/7/2018

Job Description

Job Description:
ü  The Onsite Support Services provides for field-engineer to be onsite with the End-user to help them resolve hardware and software issues reported to the Helpdesk. Onsite support’s primary task is to handle second level problem determination and resolution. Onsite Support services also includes the fulfillment of service request.
ü  Trains Level I engineer by shadowing or buddy up and cross pollinates desired skill and best practices
ü  Takes role of shift lead and ensure end-user support would adhere to SLA for all tickets assigned.
ü  Receives incident/service request ticket reported to the Helpdesk.
ü  Provides assistance to the end-user in fixing reported problems
ü  Provides problem determination on hardware and software issues
ü  Determines the cause of the hardware and provide permanent solutions or if none is available, a workaround until a permanent solution can be found.
ü  Escalates to third level support, problems where a workaround was performed or when no solution was found.
ü  Provides immediate onsite support assistance for high severity issues
ü  Responsible for scheduling and coordinating service requests (Install, Add, Move, Change) activities with the end user.
ü  Perform loading of standard software configuration into desktops and laptops for the completion of service request.
ü  Provides assistance for the deployment/retrieval of workstations.
ü  Updates tickets regarding the nature of the incident and solution provided.
ü  Supports Account IT on projects related to improving the desktop workplace environment
ü  Assists Account ITs in client-related workplace and port connectivity concerns
ü  Fulfill Daily Turnover Reports to colleagues, Site Daily Health Check Reports, and Weekly Reports on Workstations with Issues.
ü  Assist in fulfiling password requests for desktop log-in issues related to production PCs
ü  In-charge of plotting shift-schedule for the team
ü  This role is dedicated to Lloyds Account based in Manila, Philippines
        *The ones high-lighted in YELLOW are account-specific tasks.              
 
Desired Skills:
ü  Strong Thinking and Problem Solving Skills - must have demonstrated the ability to analyze and solve complex issues.
ü  Client-focused - Recognizes client needs and recommends appropriate solutions
ü  Team Player - must be able to build collaborative relationships with colleagues and clients, is able to deal flexibly with others
ü  Strong Communication Skills - must have demonstrated the ability to effectively communicate with all levels of employees and manage multiple priorities
ü  Taking Ownership - Accepts responsibilities for actions and decisions and prioritizes work based on business demands
ü  Trustworthiness - Ability to deal with highly personal, confidential information is ESSENTIAL
ü  Should be willing to work on shifts and holidays.
 
Qualification:
ü  Candidate must be at least a graduate of any IT related course
ü  Preferred exposure to BPO Industry
ü  Certification in Desktop Support (COMPTIA, A+) is an advantage
ü  Has a strong background in advance IT support in PC troubleshooting, and basic knowledge in Networking, Server and Telephony.
Experience:
ü  At least 3 year experience as End user Support Engineer I
Level:
ü  Level IC10