IT Client Support Specialist

Job Title: Client Support Specialist
Offer: PHP 50k per month
Working Hours: TBD but it will Fulltime Graveyard SHift (Remote)

“We are looking for someone with more technical skills than a regular entry level CSS.”

Job Summary:

As a CLIENT SUPPORT SPECIALIST, you will be the pinnacle of our technical support team, tackling the most challenging and complex IT issues. Your role is crucial in ensuring the highest level of customer satisfaction, maintaining system efficiency, and contributing to the overall success of our clients’ IT infrastructure.

Duties/Responsibilities:

Provide advanced technical support for a wide range of IT issues, including network, server, and hardware problems from inbound tickets or potential calls.
Guiding and training CLIENT SUPPORT ASSOCIATE and other CLIENT SUPPORT SPECIALIST. This involves sharing knowledge, developing training materials, maintaining a knowledge base of technical documentation or procedures, conducting workshops, and overseeing the professional development of junior staff.
Develop and maintain documentation, knowledge base articles and training materials to ensure the team is equipped with the necessary resources.
Providing expert-level troubleshooting for complex and escalated issues that lower tiers couldn’t resolve. This includes in-depth troubleshooting, system analysis, and problem-solving for critical IT infrastructure.
Collaborate with clients and internal teams to design and implement robust IT solutions.
Develop and maintain comprehensive documentation for system configurations, procedures, solutions, and service records.
Playing a key role in owning, managing major incidents, coordinating between different teams, and contributing to long-term problem resolution strategies.
Providing advanced technical advice to clients on IT strategies, improvements, and best practices tailored to their specific business needs.
Configuring, and managing complex server environments, network infrastructures, and advanced security systems.
Acting as a point of contact for internal stakeholders and possibly external vendors. This involves communicating technical information to non-technical audiences and liaising between the help desk team and other departments.

Required Skills/Abilities:

Exceptional problem-solving and analytical skills
Excellent communication skills, both written and verbal
Ability to work independently and collaboratively
Strong customer service mindset and accompanying skills
Project/ticket management skills, such as handling multiple tasks simultaneously within a helpdesk ticket management system/CRM

Education and Experience:

A strong background in network and systems administration, prior experience with MSPs preferred.
Advanced knowledge of Windows server environments, networking protocols, and hardware configurations.
Proficiency in troubleshooting complex software, hardware, and network issues.
Excellent problem-solving skills and the ability to work under pressure in an intermittently fast paced environment.
Experience with cloud services, virtualization technologies, and cybersecurity best practices.

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