Technical Support Associate  

Job Summary:
A Technical Support Associate is responsible for managing, maintaining, repairing computers / kiosks and hardware components. S/He also diagnoses and repairs faults, resolves minor network issues, installs and configures hardware and software.

Essential Duties and Responsibilities:
Troubleshooting and Maintenance

• Monitors and maintains computer systems and networks;
• Diagnoses and solves hardware or software faults;
• Follows diagrams, policies, standard operating procedures (SOPs) written instructions to repair a fault or set up a system;
• Installs and configures computer hardware operating systems and applications;
• Coordinates with vendors and suppliers under the supervision of the Immediate Superior;
• Replaces parts, as required or needed;
• Provides daily technical support services;
• Conducts electrical safety checks on computer equipment and other hardware assets; and
• Tracks and documents client/user issues using a ticketing system.

Customer Service

• Ensures quick resolution of all issues or concerns;
• Explains technical details to clients/users using simple and easy-to-understand terms;
• Establishes and maintains strong and long-term relationship with internal and external customers; and
• Keeps abreast with company products and services to provide proper assistance.

General

• Prepares and submits daily, weekly, monthly, and annual reports, as required by the Immediate Superior
• Assists and participates in human resources and other company activities; and
• Performs other related tasks that may be assigned.

Qualifications:

• Bachelor’s degree in Computer Science/Information Technology or any relevant field
• With at least 1-year experience in technical support
• Fluent in English and Filipino (oral and written)
• Tech savvy
• With the ability to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
• Willing to be deployed and do field work across the Philippines