Sr. Technical Support Specialist

Position: Sr. Technical Support Specialist

Location: Eastwood, Quezon City

Work setup & shift: Onsite

Responsibilities

• Provide remote Level 1 and Level 2 technical support to Service Agents across Australia and New Zealand.
• Diagnose and resolve issues related to printers, multifunction devices, and print environments.
• Troubleshoot hardware, software, driver, and network printing issues to identify and address root causes.
• Support Service Agents with escalated incidents and provide technical guidance for faster issue resolution.
• Log, monitor, and close service tickets in line with agreed SLA timelines and service standards.
• Escalate complex issues to Level 3 support teams or external vendors when necessary.
• Configure and support Windows print spooler services and print driver installations.
• Manage and troubleshoot print queues and print management software.
• Utili...