About This Job:
Our company provides IT Support and Website Development services to small-medium sized businesses in Australia. Due to recent growth, we are looking to expand our team in Cagayan de Oro.
For this position, we are seeking a senior technical support officer to work in our Cagayan de Oro office. This will involve answering support tickets for our company via email, remote support and phone.
Roles & Responsibilities:
- solve technical and application problems over the phone and remotely
- monitor and maintain computer systems and network
- install and configure computer hardware operating systems and applications
- troubleshoot system and network problems, diagnosing and solving hardware or software faults
- provide support, including procedural documentation and relevant reports
- support the roll-out of new applications
- set up new users' accounts and profiles and deal with password issues
- respond within agreed time limits to support tickets
- work continuously on a task until completion (or referral to third parties, if appropriate)
- prioritise and manage many open cases at one time
- rapidly establish a good working relationship with customers and other professionals, such as software developers
Ideal Technical Skills
- Networking (TCP/IP, DNS, DHCP)
- Windows and Mac desktop
- Server (Windows 2008/2012/2016)
- Microsoft Office
- VOIP
- Remote Access Software (e.g. Screenconnect, Logmein, Teamviewer)
Requirements & Qualifications:
- minimum 3-5 years experience in IT Support
- must be fluent in English
- exceptional problem solving skills
- excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
- the ability to work well in a team
- relevant degree and/or Industry Certifications
- must be hardworking, honest and reliable