Work Location: 3/F Metro Lifestyle Complex, F. Torres St & E. Jacinto Ext, Davao City
Website: http://appen.com/
Overview
Appen is a global leader in the development of high-quality, human annotated datasets for machine learning and artificial intelligence. With over 20 years of experience, expertise in more than 180 languages, and access to a global crowd of over 400,000, Appen partners with leading technology companies to enhance their machine learning-based products.
Job Description:
- Adopt and enhance the Service desk processes and tools to provide predictable, high-quality technical support for all Appen staff
- Provide technical support including
- Adhering to escalation and call management processes and procedures
- Providing accurate, succinct and sufficiently detailed documentation of work performed
- Ensure swift and efficient processing of incoming support inquiries by pre-qualifying incoming tickets, obtaining missing information and escalating if necessary.
- Solve hard and software problems via service desk, e-mail or telephone and taking over installations and configurations.
- Contributes to a central source of information enabling Service Desk staff and support technicians to recover outages with minimal disruption to expected service levels
- Performs other duties and responsibilities as assigned by the IT Services, Service Desk Manager
- Availability to work between different time-shifts is necessary
Required Knowledge, Skills, and Abilities:
- Minimum of 5 continuous years working in a technical or Service desk role – preferably in a global online environment. It’s important to note that most the people this role supports are remote to the location of this role.
- Certification in MCP/LPIC/ITIL (any level) preferred.
- It’s important to note that most the people this role supports are remote to the location of this role.
- Independent, motivated self-starter who can establish a course of action for self and others while driving initiatives to completion.
- Excellent communication skills including an ability to present information clearly and concisely in writing or verbally to a wide audience including clients and managers; effectively use active listening skills.
- Demonstrated the ability to work effectively in an environment characterized by constant change, ambiguous data, and a fast-paced, deadline-driven culture.
- Able to establish productive, co-operative relationships and demonstrate effective use of conflict resolution skills.
- Demonstrated time management and organizational skills with high-level attention to details.
- Takes personal responsibility for continuous learning.
- Proven analytical skills including the ability to proactively identify problems, gather information and set the course of action.
- Demonstrates strong IT skills combined with a good head for business.
- Demonstrated commitment to Appen core values and company vision
Technology Environment:
- Lenovo and Apple Workstation
- Microsoft Windows 7 - 10
- Apple MacOS (Unix-like based systems)
- ChromeOS (portable-like based systems)
- Office 365 / Exchange 2016
- Centrify – SSOs
- Active Directory (User and Groups management)
- Collaboration tools – Skype for Business, Fuze, Jira, Workday, ICiMS, Confluence (wiki), SharePoint
- Remote Support Tools – LogMeIn, TeamViewer, Terminal services – various vendors
- Printer Services – many brands
- Server services – Linux (Debian), Windows Server and Hypervisors in general
- Networking services – Ubiquity, Wireless access points
- Sophos AV and UTM
- Storage services – DAS SATA – Samba and NFS access
- Hosting Services – Local office, AWS, Rackspace
To apply, follow this link http://bit.ly/2upSIxi
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