Technical Support Specialist | Makati, Metro Manila, Philippines

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"name": "Technical Support Specialist", "location": "Makati, Metro Manila, Philippines", "locations": ["Makati, Metro Manila, Philippines"], "hot": 0, "department": "Information Technology (IT)", "business_unit": "AGD Philippines", "t_update": 1733931606, "t_create": 1730781897, "ats_job_id": "300011345543025", "display_job_id": "26739", "type": "ATS", "id_locale": "26739-en", "job_description": "Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets. We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world's most complex challenges and deliver more impact together. Role description: An integral part of a customer centric Global Service Operations team that empowers the Arcadis' business strategy thru service excellence and continuous improvement. Role accountabilities: Incident Management: responsible for the process of responding and restoring broken end user software/hardware back to normal operations as quickly as possible. You must grow your general knowledge, increasing the ability to resolve tickets on first contact with customer. You must adapt best customer service practices to make sure every single interaction between you and customer is pleasant. Service Request Management: Responsible for the process of responding and fulfilling software/hardware requests. Responsible in making sure proper approval flow is followed before fulfillment of a request. Other Ad Hoc Tasks: you are expected to help and be given task that are essential for the team's betterment. Qualifications & Experience: Has a Bachelor degree in Information Technology or Computer Science 3-5 years of relevant working experience in an IT support role on Tier 2 or Level 2 position. Has relevant IT support experience in supporting/troubleshooting Oracle modules, MS Windows, application and Office 365 and the use of Ticketing Tools, with strong understanding of SLAs and KPIs. Has excellent customer service, analytical and communication skills on the telephone and via email. Experience in collaborating with multi-national/cultural stakeholders (preferred) Knowledge and aptitude to automate especially via ITSM tools (preferred) Why Arcadis? We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. 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