Defy Limits Banner

SERVICE DELIVERY OSS I

KMC Work Location: OFFSITE

Location: Taguig City, Metro Manila

Date Posted: 2022-02-04

Hiring Organization: KMC Solutions | INT-5220669

Career Category: Computer Hardware Systems

Functional overview

OSS Tech 2 is responsible for providing technical assistance to all end-users and IT infrastructure support. His/her main responsibility is to ensure all IT related projects, issues, or requests are being facilitated.

Duties and responsibilities

  • Acknowledge service requests, incidents or queries via Ticketing and any other forms of communication approved by the management and/or client and provide first line investigation and diagnosis
  • Ability to see the change in priority of handling of issues and adapt resolutions
  • Resolves and closes incidents/service requests as per Service Desk procedures & allocated timelines
  • Escalates unresolved incidents/service requests within agreed timescales
  • Logs relevant incident/service request details per Service Desk procedures
  • Communicates with client regarding incident progress
  • Ensures tickets are always updated until issues are resolved
  • Conducts hardware and software maintenance and support
  • Performs IMAC (Install, Move, Add and Change)
  • Local network support and/or assists centralized Network team
  • Working knowledge of office automation products and computer peripherals, printers and scanners
  • Assists in sourcing and negotiation in procurement of IT related equipment
  • Assist Asset Management Team in inventory of IT assets
  • Maintain IT inventory/asset management for assigned region and location
  • Perform deployment and movement of IT assets
  • Communicates outages to Service Desk and NOC and perform initial diagnosis.
  • Communicates biometrics registration and deregistration of user access to Service Desk.
  • Perform additional task that may be assigned by the immediate supervisor

Minimum competencies

  • Excellent customer interface skills  
  • Good interpersonal communication skills  
  • Understanding of customer satisfaction principles and practices 
  • Ability to write technical support documentation 
  • Team player  
  • Ability to work under pressure  
  • Good organizational and time management skills  
  • Good analytical and problem-solving skills  
  • Maintains strong attention to detail in high-pressure situations  
  • Strong communications skills, both written and oral
  • Willing to work on a shifting schedule
  • Willing to be assigned / visit other KMC sites depending on assigned client locations

Minimum qualifications

  • Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent  
  • Knowledgeable in MS-Windows Environment, MS-Office and Office 365 applications 
  • Willing to be assigned in multiple locations 
  • Excellent in English communication skills both verbal and written 
  • Willing to work on shifting schedule, Holiday, weekends and Night shift 
  • Experience and knowledge in Active Directory and ticketing systems is a plus