Desktop Support Senior Technician

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience.  As a Desktop Support working onsite in SM Strata, Iloilo, you’ll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in The Philippines says it all!

What You’ll Do 
Provides advanced technical end-user support to internal desktop systems; workstation setup, configuration, and routine tasks such as software/hardware upgrades.  Acts as primary point of contact for applications and limited network/server support in addition to strong leadership skills to manage multiple tasks. Resolves reported desktop problems related to hardware, operating systems and configuration issues through troubleshooting and research. Demonstrates excellent customer interaction skills both verbally and orally. Demonstrates expert knowledge of technologies as well as has excellent judgment for managing and prioritizing work.

During a Typical Day, You’ll

• Assist in setting and maintaining a standard performance for the team by providing leadership and enforcing policies. Proactively seeks out opportunities for improvement by mentoring and training junior specialists.
• Technical Subject Matter Expert (SME) on all desktop applications and other functions vital to the success of the site. Demonstrates knowledge and experience and excellent customer service skills. 
• Assumes an active role in managing technical issues and assigns technicians to provide technical services to the operational and support departments.
• Provides an extremely high level of troubleshooting and hardware/software integration skills. 
• Responsible for all facets of the maintenance and support of multiple projects (i.e. new client ramps, special projects, etc.) or special technology functions. Takes ownership of difficult projects and successfully sees them through to timely completion. 
• Assist in leading and motivating other members of the team with minimal supervision. Acts as a role model with moderate decision-making responsibilities. 
• Assists technology management in the monitoring, completion and scheduling of work requests/incident tickets, RFC’s as required.
• Quality checks documentations like SOPs, Job Aids, FAQs, etc.

What You Bring to the Role

• Five years technology experience in a BPO or information technology environment. 
• Preferably has a Bachelor’s Degree in Computer Science and/or has multiple certifiable technical skills (i.e. Microsoft Certified Systems Administrator/Engineer (MCSA or MCSE), Cisco Certified Network Administrator (CCNA), ITIL v6 etc.)
• Excellent time management and organizational skills with a demonstrated ability to lead/manage teams and resources.
• Demonstrated commitment to continuous learning, obtaining appropriate certifications, and developing skills with ever changing technology.
• Knowledge in creating, updating and auditing documentations (i.e. SOPs, Job Aids, FAQs, etc.)
• Knowledge in understanding and interpreting key metrics
• Knowledge in scripting using PowerShell, DOS base and other command language

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
• Visit https://mybenefits.ttec.com/?manual for more information.

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

#LI-Onsite