Desktop Engineer
Integrated Computer Systems, Inc.
Muntinlupa, Metro Manila
Muntinlupa, Metro Manila
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Job Responsibilities:
- On-site diagnosis, isolation and assessment of computer related technical issues.
- Provide technical support and troubleshooting of the following:
- Desktop/laptop hardware, OS, and Email
- Basic Network (e.g. Internet/Intranet, LAN, WAN, Voice network connectivity)
- Basic business application, Anti-virus
- Proper coordination with clients by:
- asking targeted questions to quickly understand the root of the problem,
- communicating via phone, email or chat, until the resolution of a technical issue,
- following up to ensure their IT systems are fully functional after troubleshooting.
- Proper escalation of unresolved issues to appropriate internal teams (e.g. software developers) or external teams (third party suppliers when the problem requires a parts replacement or change to software code).
- Document technical knowledge in the form of notes and manuals.
- Maintenance and accurate and timely update of the service tickets and tasks.
- Prepare accurate and timely reports.
- Ensure customer satisfaction, prompt and accurate, timely and complete feedback to customers.
- Implementation of proper work procedures and service policies.