Network Services Engineer in Cebu
Network Services Engineer - Cebu
(Central Visayas - Cebu City)
REQUIREMENTS:
* JOB DESCRIPTION
* DIMENSION & SCOPE
* Provides phone-based technical support to the user community. Performs real-time diagnostics and problem resolution in concert with the client. Provides 2nd tier support to team members. Technical areas supported will include but not be limited to mainframe;mid-range;client server;desktop applications and connectivity;remote access and mobile computing and all related aspects of the technical infrastructure. The goal is to meet or exceed established departmental objectives. The expected result of this activity is an overall productivity increase on the part of both the client and Help Desk personnel.
* PRINCIPAL DUTIES AND RESPONSIBILITIES
* Provide phone-based resolution of routine technology problems using standard
* troubleshooting methodology.
* Receive and resolve escalated problems. Where appropriate, seek assistance from
* or escalate issues to senior help desk personnel.
* Respond to multi-channel client inquiries
* Ensure proper call coverage during peak traffic periods or short-staffing
* situations.
* Responsible for appropriately staging, dispatching, and escalating problem
* related issues to technical specialist, contractors, application owners and/or
* clients.
* Accurately document problem descriptions and resolutions in the problem
* management system.
* Alert client community to major service interruptions and provide timely
* notification and status updates, as information becomes available.
* Ensure system integrity, confidentially and security through vigilant execution
* of client identification procedures.
* Identify and communicate continuous improvement opportunities to Help Desk
* Management.
* Other duties as assigned.
* EDUCATION AND PROFESSIONAL CERTIFICATIONS
* High school diploma or equivalent with three or more years of related work
* experience; or
* Formal, specialized, job-related training with one to three years related work
* experience
* Working toward certification in at least one technical discipline such as:
* desktop software product, network, operating system or internal Help Desk
* certification.
* CANDIDATE PROFILE
* Excellent customer service and interpersonal skills with emphasis on integrity,
* communication skills, composure, enthusiasm, and patience.
* Analytical, problem solving, organizational and decision-making skills.
* Demonstrated command of conventional troubleshooting methodologies.
* Demonstrated mastery of one or more technical disciplines such as: desktop
* products, LAN, operating systems, mainframe, midrange, and/or
* telecommunications.
* Applicants should be Filipino citizens or hold relevant residence status.
Company Name :
Convergys Corporation
Industry :
Call Center / IT-Enabled Services / BPO
Company Tel :
5555-284
WebSite :
http://www.convergys-msn.com