Tech Experience Associate I

Job Description

About Us:

Started in 2013 by CEO Carmen Booth and Managing Director Jamie Booth with a vision to provide businesses from all around the world with their own full-time, first-rate offshore team in the Philippines. Our smart tailored outsourcing and HR solutions deliver high-quality results with reduced operating costs for companies of all sizes across a wide range of industries.

JOB SUMMARY: The Tech Experience Associate provides proactive and comprehensive IT support to employees and clients, serving as the central point of contact for all IT-related incidents and service requests. This role aims to deliver first-line support and exceptional customer service while ensuring continuous service delivery.

We are seeking a proactive and dedicated individual to join our team as a Tech Experience Associate. If you are passionate about delivering outstanding IT support and contributing to a positive tech experience for our employees and clients, we encourage you to apply.

RESPONSIBILITIES

Main Tasks:

• Focuses on resolving from basic to complex user issues following established procedures and knowledge base resources with or without the guidance of senior associates.
  

• Troubleshoots common problems with hardware, software, network access, passwords, and basic applications.
  

• Logs and documents issues efficiently.
  

• Proactively resolve support requests while ensuring high customer satisfaction and meeting service level agreements.
  

• Work in a dynamic, fast-paced environment, delivering support through various channels such as phone, email, in-person, and self-service.
  

• Configure devices for onboarding employees, ensuring smooth integration into the IT environment.
  

• Take ownership of issues and conduct problem analysis to implement temporary or permanent fixes, aiming to restore service promptly.
  

• Escalate incidents to other support teams when necessary, collaborating with internal resources to ensure timely resolutions.
  

• Accurately record, update, and document all requests in the IT service desk system, maintaining thorough and organized records.
  

• Install and configure new IT equipment, ensuring compatibility and functionality.
  

• Upgrade and resolve incidents related to different types of software and hardware, including printers, copiers, scanners, Wi-Fi, laptops, and desktops.
  

• Maintain a first-class level of customer service, ensuring all customers are treated efficiently and with respect.
  

Secondary Tasks:

• Escalate incidents to third-party vendors when appropriate, collaborating with external partners to resolve complex issues.
  

• Contribute to other IT-related projects as assigned, leveraging technical expertise to support the team's success.
  

Requirements

Possesses the following traits

• Ability to diagnose and resolve complex technical issues.
  

• Strong analytical and problem-solving skills.
  

• Excellent communication and interpersonal skills.
  

• Ability to work independently and as part of a team.
  

• Excellent time management and organizational skills.
  

• Strong dedication to delivering exceptional customer service.
  

Must Haves

• Minimum 0-1 year of experience in IT support or a related field.
  

• Experience with IT service desk tools and ticketing systems.
  

• In-depth knowledge of IT infrastructure and various technologies (networking, operating systems, applications).
  

• Familiarity with incident management best practices.
  

• Leadership qualities and the ability to mentor others.
  

• Diploma or Bachelor’s Degree in IT related discipline.
  

• Solid understanding of hardware components and troubleshooting.
  

• Must be willing to work hybrid and full onsite to different offices of Booth and Partners, 24/7 shifting schedule, with coverage during holidays and weekends.
  

• Must be willing to be assigned on different sites
  

Good to Have

• With basic knowledge in RFID, Biometrics, and CCTV Systems.
  

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST)) are a plus.
  

Benefits

WHAT WE OFFER:

✔ Great Place to Work-Certified Company
✔ Premium HMO
✔ Holistic employee experience
✔ Rewards and incentives
✔ Monthly engagement activities
✔ Career advancement opportunities
✔ Paid referral program


Requirements
Requirements Completed post-secondary education preferred Minimum 2 years business experience in IT related industry High level of commitment to exceptional customer service Able to problem solve and take ownership of issues and drive to resolution Works well under pressure and can re-prioritize as needed High level of attention to detail Microsoft Licensing knowledge is an asset Proficient in MS Office tools – Outlook, Excel, PowerPoint, Word, TEAMS Working knowledge of SFDC and SAP would be an asset