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Technical Support Engineer

X

Xtreme Offshore Outsourcing Incorporated

25 - 30K PHP
Full-time
King's Court Building 1, King's Court Building 1, Chino Roces Ave, Legazpi Village, Makati, Metro Manila, Philippines
Basic Technical KnowledgeLinuxWindows OSNetworking BasicsCommunicationZendeskFreshdeskJiraSQL

Respond to Support Requests

Handle incoming tickets, calls, or chats from users with technical issues.

Troubleshoot Common Issues

Assist with problems related to software, login credentials, connectivity, printers, or email.

Escalate Complex Problems

Identify issues that require higher-level support and forward them appropriately.

Document Resolutions

Record solutions and troubleshooting steps clearly within the ticketing system.

Follow Standard Procedures

Adhere to predefined workflows, scripts, and escalation protocols.

Monitor System Status

Observe system alerts or reports and inform supervisors of any abnormalities.

Maintain Communication

Keep users informed about the status of their issues and follow up when necessary.

Support Basic Network and OS Issues

Provide initial assistance on network connectivity, basic system errors, or configuration problems.

Update Knowledge Base

Suggest and contribute to support documentation for common issues.

Ensure Customer Satisfaction

Handle users courteously and ensure their concerns are addressed efficiently.

  1. Basic Technical Knowledge
  2. Familiarity with computer systems, networking basics, and commonly used software.
  3. Windows OS Basics
  4. Ability to navigate settings, troubleshoot user issues, and understand event logs.
  5. Linux OS Awareness
  6. Understanding of basic commands, file structure, and terminal navigation (optional but beneficial).
  7. Networking Fundamentals
  8. Basic understanding of internet connectivity, IP addresses, DNS, and ping/traceroute tools.
  9. Basic SQL Understanding
  10. Ability to run simple SELECT queries and understand database connection issues.
  11. Effective Communication
  12. Clear and empathetic communication with users, both verbally and in writing.
  13. Problem-Solving Skills
  14. Ability to follow troubleshooting steps and escalate when necessary.
  15. Customer Service Mindset
  16. Patience, professionalism, and a focus on user satisfaction.
  17. Multitasking
  18. Ability to manage multiple tickets or chats simultaneously.
  19. Tools Proficiency
  20. Experience using support tools like ticketing systems (Zendesk, Freshdesk, Jira) and remote access software.