Performs initial diagnosis of reported incident/concern
Provides onsite first level support
Escalates incidents to appropriate Level 2 Support group per service
Provide timely updates of ticket status to user and other concerned party
Performs SW/ HW installation/ repair/ replacement
Prepares and submit field service report and other documents deemed necessary
Qualifications:
Graduate of IT related vocational course or two (2) years college level relevant to the position
Required three (3) years experience in IT operations as phone or call center technical support with at least one (1) year first level technical support experience with experience in troubleshooting iOS, Android and windows mobiles devices (e.g. Smart Phone, tablets)
Willing to undergo trainings and certification (Desktop Troubleshooting, Windows10, Android Application, Customer Service)
