About Us:

Started in 2013 by CEO Carmen Booth and Managing Director Jamie Booth with a vision to provide businesses from all around the world with their own full-time, first-rate offshore team in the Philippines. Our smart tailored outsourcing and HR solutions deliver high-quality results with reduced operating costs for companies of all sizes across a wide range of industries.

JOB SUMMARY:
The Tech Experience Associate provides proactive and comprehensive IT support to employees and clients, serving as the central point of contact for all IT-related incidents and service requests. This role aims to deliver first-line support and exceptional customer service while ensuring continuous service delivery.

We are seeking a proactive and dedicated individual to join our team as a Tech Experience Associate. If you are passionate about delivering outstanding IT support and contributing to a positive tech experience for our employees and clients, we encourage you to apply.

RESPONSIBILITIES

Main Tasks:

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  Focuses on resolving from basic to complex user issues following established procedures and knowledge base resources with or without the guidance of senior associates.

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  Troubleshoots common problems with hardware, software, network access, passwords, and basic applications.

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  Logs and documents issues efficiently.

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  Proactively resolve support requests while ensuring high customer satisfaction and meeting service level agreements.

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  Work in a dynamic, fast-paced environment, delivering support through various channels such as phone, email, in-person, and self-service.

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  Configure devices for onboarding employees, ensuring smooth integration into the IT environment.

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  Take ownership of issues and conduct problem analysis to implement temporary or permanent fixes, aiming to restore service promptly.

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  Escalate incidents to other support teams when necessary, collaborating with internal resources to ensure timely resolutions.

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  Accurately record, update, and document all requests in the IT service desk system, maintaining thorough and organized records.

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  Install and configure new IT equipment, ensuring compatibility and functionality.

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  Upgrade and resolve incidents related to different types of software and hardware, including printers, copiers, scanners, Wi-Fi, laptops, and desktops.

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  Maintain a first-class level of customer service, ensuring all customers are treated efficiently and with respect.

Secondary Tasks
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  Escalate incidents to third-party vendors when appropriate, collaborating with external partners to resolve complex issues.

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  Contribute to other IT-related projects as assigned, leveraging technical expertise to support the team's success.

Requirements

Possesses the following traits

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  Ability to diagnose and resolve complex technical issues.

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  Strong analytical and problem-solving skills.

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  Excellent communication and interpersonal skills.

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  Ability to work independently and as part of a team.

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  Excellent time management and organizational skills.

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  Strong dedication to delivering exceptional customer service.

Must Haves

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  Minimum 0-1 year of experience in IT support or a related field.

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  Experience with IT service desk tools and ticketing systems.

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  In-depth knowledge of IT infrastructure and various technologies (networking, operating systems, applications).

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  Familiarity with incident management best practices.

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  Leadership qualities and the ability to mentor others.

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  Diploma or Bachelor’s Degree in IT related discipline.

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  Solid understanding of hardware components and troubleshooting.

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  Must be willing to work hybrid and full onsite to different offices of Booth and Partners, 24/7 shifting schedule, with coverage during holidays and weekends.

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  Must be willing to be assigned on different sites

Good to Have

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  With basic knowledge in RFID, Biometrics, and CCTV Systems.

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  Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST)) are a plus.

Benefits