Sr. Tech Experience Associate (Cebu)

JOB SUMMARY:

The Sr. Tech Experience Associate is responsible for resolving complex technical issues, managing incidents, and ensuring the smooth operation of the IT service desk. This role requires a strong blend of technical expertise, problem-solving skills, leadership, and a commitment to exceptional customer service.

We are seeking a proactive and dedicated individual to join our team as a Sr. Tech Experience Associate. If you are passionate about delivering outstanding IT support and contributing to a positive tech experience for our employees and clients, we encourage you to apply.

RESPONSIBILITIES

Main Tasks:

Incident Management:

Act as the primary point of contact for critical incidents, leading the resolution process from initial identification to resolution.

Coordinate with various teams (e.g., network operations, security) to diagnose and resolve complex incidents.

Develop and implement incident response plans to ensure timely resolution and minimize disruption.

Analyze incident trends and identify potential root causes to prevent future occurrences.

Technical Expertise:

Diagnose and resolve the most complex technical issues escalated from Level I and Level II Associates.

Possess in-depth knowledge of IT infrastructure, including networking, operating systems, applications, and security protocols.

Stay updated on emerging technologies and industry best practices.

Troubleshoot advanced problems using a combination of analytical and technical skills.

Quality Assurance:

Conduct regular audits of service desk tickets to ensure they meet quality standards.

Identify areas for improvement in the ticketing process and documentation.

Develop and implement strategies to maintain high ticket quality and resolution rates.

Teamwork and Leadership:

Provide technical guidance and mentorship to Level I and Level II Associates, fostering a collaborative work environment.

Escalate unresolved issues to appropriate teams and ensure clear communication throughout the resolution process.

Hold ticket owners accountable for timely updates and resolutions.

Monitor team performance and identify opportunities for training and development.

Shift Management:

Oversee the smooth operation of the service desk during assigned shifts.

Ensure proper workflow, task allocation, and adherence to established procedures.

Monitor team activity and address any performance or resource issues promptly.

Secondary Tasks:

· Escalate incidents to third-party vendors when appropriate, collaborating with external partners to resolve complex issues.

· Contribute to other IT-related projects as assigned, leveraging technical expertise to support the team's success.

· Ad-hoc projects related to process improvement, device management, security, data and reporting.

Requirements

Possesses the following traits

● Proven ability to diagnose and resolve complex technical issues.

● Strong analytical and problem-solving skills.

● Excellent communication and interpersonal skills.

● Ability to work independently and as part of a team.

● Excellent time management and organizational skills.

● Strong dedication to delivering exceptional customer service.

Must Haves

● Minimum 3-5 years of experience in IT support or a related field.

● Experience with IT service desk tools and ticketing systems.

● In-depth knowledge of IT infrastructure and various technologies (networking, operating systems, applications).

● Familiarity with incident management best practices.

● Leadership qualities and the ability to mentor others.

● Diploma or Bachelor’s Degree in IT related discipline.

● Solid understanding of hardware components and troubleshooting.

● Must be willing to work on full onsite at our Regus office in Ayala, Apple One Equicom Tower, Cebu Business Park

Good to Have

● With basic knowledge in RFID, Biometrics, and CCTV Systems.

● Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST)) are a plus.

Benefits

WHAT WE OFFER:

Great Place to Work-Certified Company

Premium HMO

Holistic employee experience

Rewards and incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program