Helpdesk Technician, Western Wats Philippines

Helpdesk Technician (Help Desk / Computer Systems Desktop Support)
Western Wats Philippines, Inc.

MEPZ II, Lapu-Lapu City, Cebu

Details

We are not selling anything. We do not answer irate callers.
We don't do technical support. We don't have shifting schedules.

++++WE are a Market Research firm.

++++WE are the WORLD's Largest Data Collection Company.

++++WE Empower decision makers of Fortune's Top 500 companies.

...........................................WE ARE WESTERN WATS-more than just a call center.

WE are looking for...

HELPDESK TECHNICIAN

- The Help Desk Technician is the first tier level of diagnosis, resolution, and contact for the various Western Wats Information Technology and Software Development departments.

ESSENTIAL JOB FUNCTIONS:
• Responsible for troubleshooting and assessing software and hardware problems.
• Responsible for reporting results, following escalation process, and dispatching issues to the proper channels.
• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from end-users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Communicate and report tasks to the Information Technology teams.
• Track, follow-up and communicate to appropriate parties regarding ongoing issues resolution and statuses for Western Wats trouble tickets.
• Interview users to collect information about problems and lead users through diagnostic procedures to determine source of error as well as educate and instruct end-users on various application and hardware issues.
• Handle problem recognition, research, isolation, resolution, dispatch and follow-up for routine end-user problems, escalating more complex problems and/or outages to the manager and/or information technology, and all appropriate channels.
• Log and track issues using problem management database, and maintain historical records and related problem documentation.
• Enter standard statistical reports, such as help desk incident reports, and statistics.
• Approach reported problems systematically, analyzing and evaluating, and making recommendations to the manager.
• Consult with quality assurance to resolve software errors, provide assistance to the QA team for usability testing and provide assistance to team members.
• Monitors and escalates alerts.
• Provide support for Active Directory.
• Provide support for Exchange server.
Monitor corporate servers and applications to ensure high availability.
Create and maintain existing system documentation.

The ideal candidate will have:

• Minimum three years experience in Help Desk/Computer Systems Desktop Support.
• A+ certification
• Expert with all aspects of Active Directory in a enterprise environment
• Knowledge in all aspects of use, installation and maintenance of Microsoft Windows, from Windows XP up to Windows Server 2003
• Expert in maintaining, installing and upgrading production networking and server hardware.
• Solid understanding of TCP/IP and related components such DNS, DHCP, and WINS.
• Strong work ethic, and the willingness and ability to work hours necessary to meet project deadlines required. Experience in a fast-paced, team environment in a 24x7 operation.
• Must be flexible with schedules/shifts and be willing to work weekends.

* If you think you have what it takes to be our Help Desk Technician, send your resume with salary requirements by applying on-line.