Opportunity at
SGSTechnical Support Specialist
This full-time on-site support role at SGS in Manila handles first-line requests from SGS affiliates and external clients. The specialist sets incident priority, troubleshoots by phone…
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About This Role
This full-time on-site support role at SGS in Manila handles first-line requests from SGS affiliates and external clients. The specialist sets incident priority, troubleshoots by phone and remote tools, and routes issues that need escalation. The role reports to the IT Service Desk manager or supervisor and keeps the knowledge base current.
Job Description
This full-time on-site support role at SGS in Manila handles first-line requests from SGS affiliates and external clients. The specialist sets incident priority, troubleshoots by phone and remote tools, and routes issues that need escalation. The role reports to the IT Service Desk manager or supervisor and keeps the knowledge base current.
Responsibilities
- Handle fast-paced incidents and requests, decide severity and priority and route escalations.
- Troubleshoot first-contact issues by phone and remote access tools.
- Track severity 1 issues for escalation and follow-up.
- Record distinct issues in tracking tools and add repeat fixes to the knowledge database.
Requirements
- A bachelor's degree or equivalent in engineering, or in IT and service management courses.
- Previous customer-facing experience.
- IT literacy with Microsoft Office, internet-based applications and basic programming concepts.
Qualifications
- Experience in multicultural environments.
- Microsoft Certified Engineer credential is preferred.
- Fluent English.
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this role based?
The posting lists the role as on-site in Manila.
What background is required?
A bachelor's degree or equivalent in engineering or IT and service management, plus a previous customer-facing role, is required.
Does the posting specify a salary?
The posting does not specify a salary or compensation range.
Sample Interview Questions
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