L2 Business IT Consultant

Company: Next BPO Solutions, Inc.
Work Location: 2nd Floor, Reyna Building, Quimpo Blvd., Matina, Davao City
Website: http://www.nextbposolutions.com/


Job Description 

The Employee's main duties are:

• You will be responsible for providing support services, proactive maintenance activities and actively participating in implementation and onboarding projects.
• The Senior Engineer is capable of troubleshooting and resolving the most difficult and complicated issues. This position works closely with the Service Desk Manger to resolve incidents and the Project Manager to complete assigned project tasks.
• Investigation and use of a knowledge base may be required to find the correct solution. Staff follow-up with all customers to ensure that their needs have been met. Communicate effectively and professionally with team members at all levels across Fourier Technologies and their customers.
• Work between the hours of 3 pm to 11 pm Sydney time - Saturday to Wednesday
• Provide support to Fourier's customers over the telephone and escalate to onshore resources if required.
• Communicate effectively and professionally with team members across Fourier Technologies and Fourier's customers.
• Work on assigned tickets as given to you
• Responsible for accurate, timely logging of all support calls in ConnectWise with a minimum of 32.5 billable hours per week.
• Monitor all customer environments and proactively fix when possible
• Monitor backups to ensure that they are running correctly, troubleshoot and resolve issues
• Evaluate existing systems and/or user needs to analyze, design, recommend, and implement system changes
• Configure and support internal and/or external networks
• Maintain the data center environment to ensure downtime is minimized and where possible proactively resolve issues that may cause customer impact.
• Develop and maintains all systems, applications, security, and network configurations
• Troubleshoot network performance issues
• Recommend, schedule, communicate and perform upgrades, patches, new applications and equipment within change processes
• Architect plans for new and existing system upgrades and installations
• Assist with implementing projects and supervises/guides more junior team members in the implementation process
• Prepare documentation for new and existing systems and updates it in IT Glue
• Create technical bulletins and FAQ's to serve as a job aid and expand the knowledge base for handling support issues.
• Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved.
• Utilise excellent customer service skills and exceed customers' expectations
• Recommended procedure modifications or improvements and document in IT Glue
• Preserve and grow your knowledge of Service Desk procedures, products, and services
• Other duties as directed:

Technical Experience required:

• Passion for excellent customer service
• Strong accountability
• Excellent verbal and written communication skills
• Personal desire to achieve high-quality outcomes
• Professional, positive attitude and well presented
• High Level of attention to detail
• Punctual
• The ability to work autonomously and within a team environment
• Desire to learn more and improve your skills
• Current driver's license
• Strong experience using Microsoft Windows Server 2008/R2/2012/R2
• 5+ Years' relevant server experience
• Virtual Server experience (Hyper-V, VMware)
• Remote Access/ Virtual Private Network experience
• Microsoft Server Apps (AD, Exchange)
• Microsoft Office365
• Desktop Operating Systems (Windows, Linux)
• Mobile Devices

Roles and Responsibilities:

• Service Desk staff are responsible for ensuring customer satisfaction in every step of problem resolution. Staff members are required to track detailed information about each customer's service need in an incident management system. Document the diagnostic steps and communications with the customer as you troubleshoot the reported problem.
• Investigation and use of a knowledge base may be required to find the correct solution. Staff follow-up with all customers to ensure that their needs have been met. Communicate effectively and professionally with members at all levels across Fourier Technologies and their customers.
• Keeping support services running smoothly and efficiently is a priority at the Service Desk, and all staff is expected to perform other office work as necessary from time to time.
• Provide support from Monday to Friday between the hours of 7:30 am through to 5:30 pm on a rotating roster
• Work on assigned tickets as given to you by the Service Desk Manager
• Phone support to customers for Level 1 and 2 support issues, queries, and faults.
• Log time into ConnectWise with a target of 32.5 billable hours per week
• Provide support/guidance to colleagues in resolving technical issues
• Provide first and 2nd level contact and convey resolutions to customer issues
• Track, route and redirect problems to correct resources as required
• Utilise excellent customer service skills and exceed customers' expectations
• Ensure proper recording, documentation, and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of Service Desk procedures, products, and services
• Provide support out of hours in a rotational roster to Fourier customers. An allowance is provided per week of after-hours support. Attempt to resolve the issue - If urgent and you can't resolve the issue escalate to a 3rd level Engineer. If it is nonurgent it can be dealt with during business hours.
• Report/identify any OH&S related issues to the Service Desk Manager
• Other duties as directed by the Service Desk Manager

Qualifications:

• Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology or equivalent.
• Required language(s): English
• At least 3 year(s) of working experience in the related field is required for this position.
• Preferably 1-4 Yrs Experienced Employees specializing in IT/Computer - Software or equivalent.
• 2 Full-Time position(s) available

Get in touch and apply yourself by contacting Next BPO Solutions at info@nextbposolutions.com or careers@nextbposolutions.com