For Hire: Associate Technician for an IT company based in Manila
Position title
Associate Technician

The  Associate Technician is responsible for being the first point of contact for triaging reported issues and incidents by clients. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

  • Applicants must be a PERMANENT RESIDENT in the Philippines.
  • Provide remote technical support to clients by responding to phone calls, emails, and alerts from the technical toolsets leveraged by IT Solutions.
  • Ensure all user information is captured and entered into the PSA according to processes.
  • Set and manage the expectations of the client for how and when each ticket will be handled.
  • Utilize team resources, tools, and documentation to quickly and efficiently drive resolutions and escalate as needed.
  • Follow the escalation process to ensure that issues are dealt with in a timely and appropriate manner.
  • Document technical steps towards resolution in the PSA, accurately and in real time.
  • Engage vendors to drive resolution on tickets related to third party applications.
  • Continually keep each client informed of and updated as to the progress of each ticket.
  • Adhere to response catalogue and established team processes and ensure consistent services across all tickets and issues.
  • Participate in on call rotation and be available for periodic after hours and weekend projects.
  • Periodically conduct onsite client visits to drive a ticket to resolution.
  • Follow up with client to ensure issues are resolved to their satisfaction and ensure the problem does not reoccur.
  • Work each ticket which you are assigned to daily, with accurate time entry and notes.
  • Create, correct, and update documentation across all tools.
  • Attend and have input at various team huddles, meetings, and company forums.
  • Be flexible and willing to help other Umbrella departments and team-members, we succeed and fail as a group.
  • Participate in Umbrella company initiatives and activities.
  • Be part of the Umbrella Way
  • Continuous work to improve yourself, and others, both technically and professionally as expected by management.
  • All other tasks, tickets, or projects as requested by management.
  • A minimum of one year in a professional services position with strong communication and interpersonal skills amongst team members and customers or related experience in a professional environment.
  • A minimum of one year using Microsoft 365 apps: Excel, Outlook, and Word Experience with Office 365 and Microsoft's Software/Applications.
  • Communicate effectively with internal team members, customers, clients, and stakeholders.
  • Excellent oral and written communication skills.
  • Excellent attention to detail.
  • Confident and comfortable with client facing activity.
  • Intermediate knowledge of Windows Server Technology and Microsoft OS and Office products;
  • Intermediate knowledge of TCP/IP, network routing, firewall functions (NAT), including basic understanding of common protocols such as HTTP(S), RDP, DNS, SMTP, etc.
  • Understanding of concepts such as Active Directory, Virtualization, VOIP, DNS, DHCP, etc.
  • In-depth understanding of computer hardware and troubleshooting.
  • Willing to work at night.
  • Remote work will be allowed.

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Employment Type
Job Location
Base Salary
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