Support Analyst
About the role
As a Support Analyst in the Technical Support / IT department, you will play a crucial role in ensuring the smooth operation of systems and providing exceptional technical support to users. Based in Pasig City, Philippines, you will be part of the PH team and work closely with the 12d Synergy team in Australia to resolve technical issues, enhance user experience, and contribute to the delivery of high-quality IT services.
Key responsibilities
Provide troubleshooting for issues from customers through the ticketing system or on the phone
Assist clients to get back up and running after critical outages
Ensure client requests are captured correctly and managed in a professional timely manner
Triage and escalate complex support requests to higher level support
Add to the online knowledge base for internal use
Perform installations, upgrades and maintenance as required on cloud hosted service
Work on shifting schedules aligned with Australian and UK time zones, initially following Australian business hours, with potential transition to UK hours as business needs require
Provide internal support to staff members
Fulfil other duties as required by management and other department personnel
About you
3-5 years in a similar client-facing technical support role
Hands on working in Windows Server environments, including Active Directory
Good understanding of basic networking (including routers and firewalls), hardware, software, and operating systems
Customer service focused: committed to providing exceptional customer service across all channels – written, phone and face to face
Communication: ability to communicate clearly and concisely, varying communication style depending upon the audience and explain complex problems in both technical and laymen's terms
Excellent attention to detail and written skills when communicating with others, both internally and externally
Ability to apply knowledge in a practical, commercial manner
Willingness to assist and support others as required and get on with team members
Accomplish objectives effectively within time frame given and carry out administrative duties in an efficient and timely manner
Technical, logical thought process with ability to problem solve, work under pressure, and prioritise and stick to strict deadlines
***Applicants need to submit application to the link provided: https://employmenthero.com/jobs/position/12d-synergy-pty-ltd-support-analyst-sawme/ ***