JOB DESCRIPTION
THE ROLE
The Technical Support Specialist is a member of the service desk and supports our customers with basic to intermediate technology needs including incident response and first contact resolution using our established policy and process and standard service delivery tools like our ticketing system, remote support platform, and automation.
JOB QUALIFICATION
ESSENTIAL FUNCTIONS
> Communicate with customers via phone, chat, and email daily
> Answer helpdesk calls and actively monitor the ticketing system to help with end-user
computer-related problems including hardware, software, telephones, printers, peripherals,
and related equipment
> Determine the severity of problems and resolve or refer to an appropriate staff member or
vendors
> Respond to customer service requests that require excellent customer service skills and
technical proficiency regarding hardware and software problems both remotely and on-site
when needed
> Use remote support tools and ticketing systems to support clients using Microsoft
environments including Windows and Office 365
> Install and support a variety of client-specific software packages
> Perform documentation of all work in a ticketing system and expand company procedures
to maintain a knowledge base
> Escalate service issues as needed to advanced technicians
QUALIFICATIONS
> A Bachelor’s degree in the related field
> Should possess and strong knowledge of Windows desktops and end-user support
including Microsoft AD, Azure AD, and O365/Exchange as the technology relates to
the role
> Intermediate knowledge of Windows servers, networking fundamentals, and firewall
technology is a plus
> Fundamental knowledge and experience with VMWare infrastructure (vCenter/ESXi)
and VMWare Horizon is a plus
> Character of culture and customer obsession is also a plus
> Experience in a multi-client environment
> Strong computer aptitude, which includes expertise with Microsoft 365 applications
> Strong organization, oral and written communication skills
> Analytical skills with particular attention to detail
> Aptitude in data management, analytics, reporting preparation
> Ability to function in an autonomous environment—independent worker, self-directed
OTHER JOB REQUIREMENTS
WORK LOCATION
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Telephone No.
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COMPANY OVERVIEW
Join a company with values you can be proud of and a place where you can grow, be supported and reach your goals. Living our values every day is the reason people love working at DOXA - and it's all about Trust, Transparency, Inclusion, Excellence and Results. Together we can build culture of bayanihan with an eye toward lifting up our global community.
We care about you, your family, your community, and your wellbeing. The culture we provide as well as our competitive benefits are an investment in you as we strive to make an impact together.
Competitive PayWe are not a low-cost BPO because we believe in paying you what you are worth.
Premium BenefitsWe offer exceptional benefits to ensure you and your family have the coverage you need – from health plans and paid time off to daily meal subsidies. We treat your family as an extension of ours.
Flexible WFH OptionsWe give you the option to work from home or in the office. This gives the flexibility you need and allows you to spend what would be commuting time with your family and working towards your personal growth.
Culture Of ExcellenceWe have high expectations. Working with like-minded, driven people gives you the opportunity to learn from them, share knowledge, and lead alongside the best of the best.
Professional DevelopmentWe connect you with clients who share your same values and finding a role that encourages your strengths, you have the opportunity to realize your full potential and continue to grow.
Get to know us more. Please visit our website: www.doxa7.com