It Helpdesk Engineer - Bradycorp.com.ph

at Brady Philippines Direct Marketing Inc in Metro Manila
Published at Jun 13, 2014

This position will provide front line / first level technical support to customers via phone, email, chat, face to face and other media available.

• Ensure that inquires are answered on agreed turnaround time.
• Ensure that all requests are documented and tracked using the incident management tool (Remedy) to maintain a list of issues and requests and monitor open incidents.
• Resolve inquires, request and issues that are within the helpdesk scope.
• Follow established escalation process for inquiries, request and issues that are not within the helpdesk scope.
• Follow established processes and protocol in accomplishing requests or resolving issues.
• Provide timely feedbacks to requestors by updating them with the status of their requests every 2 days if there are no updates on the request.
• Provide a high level of customer service experience for all support queries by adhering to
o Following established call flow, spiels and process
o Proper routing of tickets
o Capturing information on tickets
• Generate IT Advisories to inform users of outages or changes to a system using the email system
• Generate simple reports using excel to show basic statistics in Remedy such as
o Ticket created by engineer or group
o Ticket resolved by engineer or group
o How issues were submitted (email/call etc)
• Compile and present to Senior IT Helpdesk Engineer or IT Helpdesk Supervisor any improvements, suggestions or broken processes / items.
• Execute tasks (such as projects for Active Directory cleanup) provided by either Level 2 IT Helpdesk Engineer or IT Helpdesk Supervisor.

Qualifications:

• At least one year experience in relevant field is required
• Excellent teamwork by establishing and maintaining a close working relationship with both IT and Business teams globally
• Hands on knowledge on helpdesk operations
o Be able to use the available tools to identify if helpdesk operations SLA’s are met.
• Strong analytical and problem solving skills
• Strong customer service skills
• Desktop Application Support
o Confident user and aware of desktop, client/server and internet based application software and hardware/OS
• Physical Network (Layer 1) Support
o Advanced knowledge of OSI RM
o Troubleshoot network endpoint termination problems
• Logical Network (Layer 3) Support
o Basic knowledge of network protocols
o Able to perform simple network diagnostics to troubleshoot network problems
• Server/Special (Layer 7) Application Support
o Aware of the function and ability to manage and administer file system and administration tools
o Able to troubleshoot client and server application related problems.
• Strong written and verbal communication skills
• Excellent professionalism, being able to follow company policies and business protocols.
• Recognized degree in Computer Science or IT

HOW TO APPLY:

Create/Submit your resume online:
http://careers.bradycorp.com.ph

Visit our Recruitment Hub:
Ground Floor, Worldwide Corporate Center, Shaw Boulevard, Mandaluyong City

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