Helpdesk Technician II

About the role

Provide professional end-user support via telephone, email, or web submissions. Perform restorative or maintenance actions to resolve end-user problems, responding based on standard procedures.

Track incidents and calls, including entering data into the database timely and accurately. Act as a Ticket Dispatcher by distributing tickets in the queue and checking aging tickets. Process P1/P2 tickets for issues that require immediate assistance.

Requirements

• Bachelor's degree or vocational course in IT-related fields is a plus
• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course
• At least 2 years of Technical Support experience
• Excellent oral and written English communication skills
• Excellent customer service skills
• Must consistently meet or exceed required performance criteria
• Able and willing to make several calls a day when necessary
• Familiarity and good working knowledge in PC hardware and software troubleshooting
• Prior Software Application support (e.g., Outlook) experience is a plus
• Prior BPO experience in Technical Support is a plus
• Familiarity with ticketing systems is a strong advantage
• Shift flexibility and schedule adherence are required