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Sr. Advisor, Information Technology in Pasig City, NCR at Concentrix

Date Posted: 2/8/2018

Job Snapshot

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Job Description

Roles & Responsibilities:
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  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.