Sr. Tech Experience Associate

3 weeks ago

india Booth and Partners Pte Ltd Full time
Job Description

 

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


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.

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