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Desktop Support Engineer ( Cebu)

Work Experience:

  • Work Experience 1-2 years of experienced supporting desktop & helpdesk
  • OJT as a hands-on support technician or Remote helpdesk technician
  • Ability to follow dirrections from Sr Lead Technician & Engineers
  • Remote Support
  • On Call Rotation

 

Skills & Qualifications and other requirements:

  • Answers Service Desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met
  • Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate.
  • Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
  • Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.

Job Description:

  • Acknowledge service requests, incidents or queries via Ticketing, Phone, Skype and email
  • Ability to see the change in priority of handling of issues and adapt.
  • Organizes and addresses assigned tickets in appropriate work queue and priority
  • Maintain IT inventory/asset management for assigned region and location
  • Metrics Reporting of team initiatives to IT Management

Company description

KMC Solutions is an ISO-Certified Outsourcing, Staff Leasing and Office Solutions provider in the Philippines. Headquartered in Bonifacio Global City (BGC), our company delivers effective business solutions through a seamless integration of services, together with our sister companies: KMC MAG Group, Inc., the country's top real estate services firm and Kittelson & Carpo Consulting, a business consultancy firm. From building out facilities or providing serviced office, complying with legal and business requirements down to human resources and payroll management, KMCS offers a full suite of services that are designed to help companies outsource to the Philippines or enter and expand operations in the country.

KMC Solutions has a cross-cultural team composed of Filipinos, Americans, Australians and Europeans who collaborate using quality-centric processes to deliver effective results for our clients. Since 2009, KMCS has assisted businesses in successfully transitioning and establishing outsourcing companies and operations in the Philippines.



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