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Remote Support Specialist at Emerson

Remote Support Specialist

Emerson Quezon City/National Capital Region, Metro Manila Full-Time
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Description

This role will provide remote technical support to end-user’s regarding operating systems,
enterprise business applications, and miscellaneous software applications. Researches and
troubleshoots end-user issues and provides documented solutions. Responds promptly to enduser issues, is courteous and knowledgeable, and adheres to standards.

Responsibilities

  • Take ownership and Remotely Resolve Customer's Issues and Requests by following standard guidelines via Phone, Email or Instant Messaging. Which includes but not limited to;
    • Software Installation
    • Configuration
    • Account configuration
    • Operating System configuration
  • Ensures a timely resolution and/or escalation to non-resolvable issues to higher-level teams
  • Issues and Requests not part of standard guidelines are expected to be researched and information gathered is shared among team members.
  • Utilize Remote Connection Tools to Resolve Issues and Fulfill Requests
  • Respond to IT Service Desk Team's inquiries via Phone, Email or Instant Messaging to support Perfect Execution Team's First Call Resolution.
  • Follow Standard Procedures for Proper Escalation of Unresolved Issues to the Appropriate teams
  • Document Solution and Communication with the customer in a Standard Ticketing System
  • Contribute Knowledge Articles and Propose Possible training opportunities
  • Researches, Test and Document Solutions for Standard or Non-Standard Software, Business Applications or hardware questions, issues, problems and failures


Requirements

Education:

  • Graduate of 4 or 5 year course,
  • Minimum of 2 years experience as a IT Subject Matter Expert or Local Desk Side Support
  • Experience in providing Remote Desk Side Support, a plus

Certifications:

  • ITIL
  • Comptia A
  • Microsoft Office Specialist Education
  • Graduate of 4 or 5 year course
  • Minimum of 2 years experience as a IT Subject Matter Expert or Local Desk Side Support
  • Experience in providing Remote Desk Side Support is a plus

Specific Knowledge & Skills:

  • Knowledgeable in supporting and troubleshooting of Microsoft Windows Operating Systems (7 to latest)
  • Knowledgeable in supporting and troubleshooting of laptop/desktop computer
  • Knowledgeable in supporting and troubleshooting of Microsoft Office Suite (eg. Outlook, Word, Excel, etc…)
  • Knowledgeable in supporting, troubleshooting and configuring internet browsers (eg. Internet Explorer, Chrome, etc…)
  • Knowledge in troubleshooting Network Connectivity and VPN related issue
  • Knowledge in creating and deploying Ivanti LanDesk packages a plus
  • Ability to assess and respond to urgent issues in a competent manner
  • Demonstrates desire towards learning new technologies and maintaining industry standards
  • Good customer service skills
  • Ability to identify, analyze and resolve common technical issues, questions and problems.
  • Good organizational skills with the ability to prioritize multiple tasks
  • Highly motivated and the ability to work with minimal supervision
  • Strong analytical skills with the ability to collaborate and solve problems
  • Written and oral communication skills appropriate for the position, including the ability to speak well in basic professional situations (may include communication via telephone, email or instant messaging).
  • Ability to write basic documents (may include email, process documents or procedures).
  • Establishes and maintains positive and effective work relationships with co-workers, clients and members


About Emerson
At Emerson, we are innovators and problem-solvers, focused on a common purpose: leaving our world in a better place than we found it. Each and every day, our foundational values—integrity, safety and quality, supporting our people, customer focus, continuous improvement, collaboration and innovation—inform every decision we make and empower our employees to keep reaching higher. 

As a global technology and engineering leader, we provide groundbreaking solutions for customers in industrial, commercial, and residential markets.

Our Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production and protect personnel and the environment while optimizing their energy and operating costs. Our Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure.

Emerson, a Fortune 500 company with $17.4 billion in sales, more than 20 Innovation, Solutions & Engineering Centers, and 200 manufacturing locations worldwide, is committed to helping employees grow and thrive throughout their careers.

Whether you're an established professional looking for a career change, an undergraduate student exploring options or a recent MBA graduate, you'll find a variety of opportunities at Emerson. Join our team and start your journey today.

 

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Job ID: 20008964