IT Helpdesk Technician II

Swak BPO Corp. is one of the fastest-growing BPO centers in the Clark Freeport Zone. We pride ourselves on doing great work for our customers with professionalism, energy, and enthusiasm. Our work environment represents a culture of dedication, stability, and teamwork. As the business expands, we seek to hire an IT Helpdesk Technician II to join our growing company.

Job Responsibilities:

• Review and analyze escalated tickets from Tier 1 to fully understand the documented information
• Utilize advanced diagnostic tools and techniques to troubleshoot and resolve complex issues
• Document resolutions and update the ticketing system with detailed notes for future reference
• Communicate findings and solutions back to the end-user, ensuring they understand the resolution process
• Escalate unresolved issues or those requiring specialized knowledge to Tier 3 or the appropriate department, providing a comprehensive summary
• Follow-up with users after resolving an issue to ensure satisfaction and gather feedback process improvement
• Identify and suggest potential improvements to procedures and documentation based on interactions with users

Job Requirements:

• Strong customer service skills
• Deep understanding and troubleshooting skill of the different kind of applications
• Experience with various software, hardware, and internal tools
• Ability to follow detailed written and verbal instructions
• Ability to accurately proofread numerical and text data
• At least 2 years of experience in the same job

Why work with Swak BPO Corp.?

• Opportunity to work with international teams and companies
• Opportunity in promotions and salary increases
• A company that provides HMO; upon reaching your second year with the company, you will get one (1) free dependent at no additional cost
• Free meals prepared and provided by the company to promote a healthy lifestyle
• Free shuttle services provided around Angeles City and nearby areas
• A recreational facility that provides comfort and entertainment for employees to unwind

*This is going to be an on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga. Apply now!