Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of a leading AI and big data company providing digital transformation, fraud prevention and process automation services in Asia. Our respected client is seeking an Information Technology (IT) professional for the job of Senior Call Center and Helpdesk Operations Engineer. The job is remote in the Philippines.
Job Summary
The Senior Call Center and Helpdesk Operations Engineer is responsible to provide daily support of all desktops, network, telecoms, and call center requirements that include installation, configuration, monitoring, project planning, and expert troubleshooting and issue resolution.
Key job responsibilities include:
- Provides IT desktop support to all Bank employees.
- Provide day-to-day support and responsible for the installation and configuration of new equipment and replacement of hardware.
- Proactively seeks out potential IT problems/unreported issues, and reports to the team.
- Promptly escalates high-level outages to corporate Support and assists with resolution.
- Performs coordinated tasks associated with IT projects affecting the site.
- Maintains IT documentation of processes and applications.
- Handles local technology administration, including working with local vendors, contractors, and service providers.
- Performs all functions as defined in the Call Center and Helpdesk IT Roles and Responsibilities document.
Key job requirements include:
- 4-year degree in a technical field or equivalent experience.
- 3+ years additional experience in a dynamic IT systems administration/helpdesk environment or providing hands-on support to 100+ end-users.
- In-depth knowledge of different operating systems and experience with a wide variety of software applications.
- Experience installing/troubleshooting PC/server hardware components.
- Basic understanding of LAN/WAN networking, TCP/IP, and VoIP technologies.
- Ability to hear and understand customer inquiries and oral instructions from supervisors in person, in writing, and over the telephone.
- Ability to read and create documents such as technical diagrams, flowcharts, presentations, etc.
- Ability to read, write, and verbally communicate in English at a proficient level.
- Excellent motivation, dependability, accountability, and punctuality.
- Schedule flexibility to work overtime and on-call.
