Description review
IT Support Technician
Sourcefit · Philippines · back to the listing
HR standards
59/100
needs work
Title ↔ description
82/100
solid
Reads as
Customer Support
100% confident
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
Large employers
- Analista de Customer Service, Delivery Station Customer Support Amazon.com
- Bilingual Technical Customer Support, Ring, Ring Amazon.com
- Happiness Engineer – Customer Support & Success Automattic
- Support Engineer, WordPress VIP Automattic
- Cloud Support Engineer Canonical
Startups
- Customer Success Associate Aqua
- Customer Service Manager Cityfurnish
- Client Support Specialist (Healthcare Facilities - B2B) Clipboard
- Customer Support Engineer (Product / Technical Support) Cogram
What the listing never says
- 26 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
Position Summary:
The IT Support Technician serves as first point of contact for customers seeking technical assistance via phone and email. Performs remote troubleshooting through diagnostic techniques and pertinent questions to offer bests solution to customer based on issues and details provided. This resource manages the ticket handling process for their clients and effectively uses team resources to drive ticket closure, performance metrics and ensure customer satisfaction. Supports O365/Citrix, Cloud and Server based Enterprise Products from a help desk perspective.
Job Details:
• Work from Home
• Tuesday to Saturday | 11:00 AM - 08:00 PM PHT
Responsibilities:
• Serve as the first point of contact for customers seeking technical assistance via phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions to hardware and application-based issues
• Determine best solution based upon the issue and details provided by customers
• Walk the customer through the problem-solving process
• Escalate unresolved issues to the next level of support when needed
• Provide accurate information on IT products or services
• Record events and problems and their resolution in ticketing system
• Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved
• This position will function as an extension of the business, working with end users implementing solutions for Cloud Based platforms and infrastructure.
Qualifications:
• Minimum 3 years’ full-time experience working in a technology solutions environment
• Excellent written and verbal communication skills
• Knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices, and other technical products
• Strong decision making and problem-solving abilities
• Strong interpersonal and relationship building skills
• Strong passion for customer service
• Exceptional organizational skills and the ability to handle multiple tasks concurrently.
• Ability to learn quickly in a fast-paced environment
Nice To Have:
• Experience with Windows Desktop Operating Systems (Windows 11)
• Experience with Microsoft Office Applications – O365 (Word, Excel, etc.) from a user’s perspective
• System Administrator experience with Azure, Admin Portal, O365 Admin, SCCM, Intune, Virtual Technology, Citrix, Azure AD, Company Portal
• Basic Networking and Command Line Skills
• PowerShell Skills Desired but not required
• Microsoft MCP Windows 11, Microsoft MCP Office 365, COMTIA A+ or related experience, Azure Administrator Associate, Azure Fundamentals
Originally posted on Himalayas
The IT Support Technician serves as first point of contact for customers seeking technical assistance via phone and email. Performs remote troubleshooting through diagnostic techniques and pertinent questions to offer bests solution to customer based on issues and details provided. This resource manages the ticket handling process for their clients and effectively uses team resources to drive ticket closure, performance metrics and ensure customer satisfaction. Supports O365/Citrix, Cloud and Server based Enterprise Products from a help desk perspective.
Job Details:
• Work from Home
• Tuesday to Saturday | 11:00 AM - 08:00 PM PHT
Responsibilities:
• Serve as the first point of contact for customers seeking technical assistance via phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions to hardware and application-based issues
• Determine best solution based upon the issue and details provided by customers
• Walk the customer through the problem-solving process
• Escalate unresolved issues to the next level of support when needed
• Provide accurate information on IT products or services
• Record events and problems and their resolution in ticketing system
• Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved
• This position will function as an extension of the business, working with end users implementing solutions for Cloud Based platforms and infrastructure.
Qualifications:
• Minimum 3 years’ full-time experience working in a technology solutions environment
• Excellent written and verbal communication skills
• Knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices, and other technical products
• Strong decision making and problem-solving abilities
• Strong interpersonal and relationship building skills
• Strong passion for customer service
• Exceptional organizational skills and the ability to handle multiple tasks concurrently.
• Ability to learn quickly in a fast-paced environment
Nice To Have:
• Experience with Windows Desktop Operating Systems (Windows 11)
• Experience with Microsoft Office Applications – O365 (Word, Excel, etc.) from a user’s perspective
• System Administrator experience with Azure, Admin Portal, O365 Admin, SCCM, Intune, Virtual Technology, Citrix, Azure AD, Company Portal
• Basic Networking and Command Line Skills
• PowerShell Skills Desired but not required
• Microsoft MCP Windows 11, Microsoft MCP Office 365, COMTIA A+ or related experience, Azure Administrator Associate, Azure Fundamentals
Originally posted on Himalayas