IT Support Technician

IT Support Technician provides the first level of support for RMTI Philippines working with Ria Global IT Support Team based in Malaysia, US and Madrid. This position is first point of contact and requires a professional consulting mindset where business solutions and customer service are the primary focus. This position will interact with all levels of the company.

• Work as a APAC IT Support Team member to collaboratively resolve technical issues.
• Serve as the first point of contact with first level of troubleshooting for users seeking technical assistance for RMTI Philippines.
• Determine the best solution based on the issue and details provided by users.
• Respond to and log all inquiries received from clients via telephone, email, or web site.
• Keep well documented and updated case notes on all tickets on daily basis.
• Provide day to day updated communication to clients on outstanding ticket status.
• Ask and gather intelligent questions about the client’s business and accurately record in ticketing system.
• Identify, analyze, troubleshoot, and resolve client service requests.
• Properly escalate tickets to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact customer satisfaction.
• Maintain inventory of customer-owned equipment in the office for repair and ensure it completed in a timely manner.
• Provide first level support including troubleshooting basic issues with computer hardware, network / internet connectivity, email, and software applications as well as completing client requests for password and user account administration based on documented procedures.
• Manage multiple cases at one time.
• Setup and configure new computers based on documented procedures.
• Rebuild, repair, and / or upgrade computers based on documented procedures.
• Create and maintain client-related documentation.
• Identify and suggest possible improvements on procedures and resolution.
• Assist on Technical Procurement process.
• To support Night Shift in Manila, Philippines

Job Requirements / Qualification

Competencies and Skills