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IT Specialist I - Pasay - Full-time - January 2019

Keywords / Skills : Active Directory Management, ServiceNow, Helpdesk Support

1 - 8 years
Posted: 2018-12-19

Technical Support Engineer
Other Information Technology
Posted On
19th Dec 2018
Job Description
Primary responsibilities including but are not limited to:
  • Answer incoming calls, process all email requests received, process live chat requests and log all customer questions and issues accurately and efficiently into the ticketing system (ServiceNow) 
  • Troubleshoot hardware, software and network related issues 
  • Provide restorative or maintenance actions to resolve end-user issues 
  • Assist with documenting/rating knowledge based articles 
  • Assist with special project work as needed 
  • Escalate problems to the next level of support when necessary 
  • Consistently meet or exceed advanced individual IT SD and customer service metrics required 
Additional Note:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Job Type / Category

Ability to work a 24 x 7 schedule required

Required Education, Skills, and Qualifications

Desired Skills:
  • Passion, ambition and drive to work in an extremely demanding customer service environment 
  • Demonstrated ability to work under pressure 
  • Outstanding communication skills and a distinct passion for service 
  • IT knowledge or a completed apprenticeship 
  • Outstanding customer orientation, i.e. ability to build rapport and trust quickly and to influence an audience through communication to arrive at the best solution 
  • Excellent English written and verbal communication skills, i.e., active listening, ability to clearly summarize an issue, both in writing and verbally 
  • Ability to read and write English ticket reference information on Incident Platform 
  • Excellent problem-solving skills, i.e., ability to apply a highly logical and well-organized approach to the analysis and resolution of issues 
  • Basic support knowledge of: MS Windows7/Windows 10, MS Office 2007/2013, Internet browsers, Mobiles (iPhones, Androids) Cisco VPN, Network Printing, wireless routers, Active Directory, MS Exchange, Collaboration tools (Sharepoint, Webex, Egnyte) 
  • Good judgment skills with a strong sense for urgency and attention to detail 

  • Minimum of five (5) years of Contact/Call Center/BPO experience, preferably in a Technical support program or accounts requiring technical focus. 
  • General affinity for IT related topics with a strong desire to learn and ability to adapt quickly to change. 
  • Basic knowledge regarding MS Windows & MS Office 2007/Office 2013, Windows Active Directory 
  • Proven Senior level Customer Service experience preferably in the technical support field, handling challenging and unique situations 
  • Excellent verbal and written communication skills 
  • Solid documentation skills 
  • Ability to complete special projects/assignments with minimal supervision 
  • Team and customer-oriented attitude 
  • Shift flexibility performing services for a 24 x 7 Global customer 
  • Outstanding attendance and schedule adherence 
  • Service Now experience is an advantage 

Performance objectives for this position:
  • Satisfy users.Understands the impact of service quality on customer satisfaction. Receives positive feedback from the client’s community regarding the clarity of their communications, patience, and problem-solving abilities. 
  • Creatively handles complex client issues.Demonstrates sound judgment, uses resources wisely, and knows when to escalate. When an issue cannot be resolved immediately, specialists apply their creativity to identify alternatives and workarounds to enable our users to continue working until a more permanent solution is found. Specialists understand that their most important priority is to get their colleague up and running quickly. They have a strong sense of customer orientation and an understanding of the business needs of the Firm’s end-users. 
  • Actively engages in self learning and self-improvement.Asks for guidance on how to improve and use new knowledge regularly. Examines situations that occurred with the intent to improve for future operations. Open to suggestions for improvement (self-motivation, curiosity, communication) 
  • Demonstrates general helpfulness to colleagues.All specialists demonstrate the willingness to help their colleagues by sharing knowledge, being punctual and available when the desk is busy, and showing overall care for team members.

About Company

Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 39 countries across the Americas, Europe, Australia and Asia. With more than 22,000 employees, Stefanini provides onshore, offshore and nearshore IT services, including application development services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. The corporate global headquarters is located in Sao Paulo, Brazil, with the European headquarters in Brussels and North American headquarters in metropolitan Detroit.

In an ever-evolving technological landscape, could you be the next IT innovator? Join our team of talented problem solvers and creative thinkers, and help us re-engineer the world through digital transformation.

We encourage walk-in applicants!
Our recruitment hub is open from Monday - Friday except Philippine holiday, 10:00 AM - 6:00 PM. Please bring a copy of your updated resume to apply.

Named Company of the Year by the Journal Informática Hoje 2017
Ranked the Most Innovative Company in the IT Industry by "Valor Inovação Brasil 2017"
Received the Business Innovation Award at the 2017 Excellence in Southfield Awards & Reception

Career Growth Prospects
Paid Time Off (PTO)
Paid Bereavement/Family Leave
Maternity & Paternity Leave
Single Parent Leave
Life Insurance
Medical/Health Insurance
Medical, Prescription, Dental, or Vision Plans
Employee Discounts
Transportation Allowance
Performance Bonus