Junior Technical Support
Cebu City, Cebu
Posted 23 days ago
- Company:
- Apollo Technologies, Inc.
- Company Description:
- Apollo Technologies, Inc. is an Information and Communication Technology Services company that leads a group of companies engaged in the delivery of Software Services, IT and Network Infrastructure and Operations, and Digital Multimedia Content Development and Delivery. Our companies develop and operate innovative and mission-critical systems in various sectors mainly in Retail Supply Chain Management, e-Government Systems, Electronic Payments in Banks and non-Bank environments, Gaming, and Digital Multimedia.
- Contract Type:
- Full Time
- Experience Required:
- No Experience
- Education Level:
- Bachelor’s Degree
- Number of vacancies:
- 1
Job Description
- Following the SLA, isolate issues, identify and follow the proper escalation path for issues beyond the scope of support;
- Using the ticketing tool log all updates and troubleshooting procedures performed including complete and comprehensible details.
- Escalate issues that are beyond the scope of support to the proper level of support;
- Take accountability and ownership of user issues through to resolution; escalated issues shall be monitored in behalf of the customer and communicate the progress and update the ticket/s in a timely manner
- Actively monitor ticket assignment/s for timely resolution;
- Proactively raise possible issues that may arise from existing problems or newly implemented change or system updates
- Ensure that satisfactory resolution has been executed before putting tickets on resolved state
- Demonstrate professionalism while handling inquiries or complaints of the customers;
- Properly turn over any pending tasks that need attention during scheduled absence (i.e. rest day or vacation leave);
- Contributes to team/unit goals by accomplishing related duties as required.
