Job Description

Overview:

About US:

Full Potential Solutions (FPS) is a global, US-based company that helps contact centers around the world better engage with their customers. Our offices are in Boston, MA, Kansas City, MO, Chennai, India and Manila, Philippines. We are building cloud-based analytics products and services to enhance the end-to-end customer journey via omnichannel engagement (voice, email, SMS, chat and conversational AI) and to optimize agent performance.

Here are some of the exciting initiatives we are working on:

• Creating AI driven conversational experiences for a wide spectrum of global enterprises
• Designing and developing amazing user experiences across data visualization and analytic
• Building Salesforce solutions to drive customer engagement by leveraging ML to enhance contact strategy
• Developing standardized ML models to optimize customer engagement and agent performance across all our customers using various Python frameworks and AWS services (Transcribe, Comprehend, Sagemaker, etc.)
• Building a set of tools to complement Amazon Connect which is the fastest growing Contact Center as a Service in the industry.
• Developing a comprehensive Data, Analytics, and Reporting platform to integrate, measure, and analyze millions of daily customer interactions/metrics across all our clients
• Building web/mobile apps to improve agent/manager performance across thousands of agents (metrics, gamification, collaboration)
• Deploying cutting-edge services with AWS, including microservices and serverless architecture, event notification services, and lots more

Our team has successfully built and scaled analytics-focused products and services at companies such as Salesforce, Demandware, IBM and Sprint. We have strong backgrounds in computer science, math and engineering from top universities such as Harvard, Yale and IIT. We strongly believe that empowered people are the key to building a great company. Our mission as a company is to create an environment where our people THRIVE. About YOU:
We are looking to hire a skilled desktop support engineer to assist our clients with computer hardware and software issues. You will be required to work on-site in Davao City, Philippines and assist with hardware installations, software upgrades, systems integrations, and resolve complex IT-related issues.To ensure success as a desktop support engineer, you should have extensive knowledge of home and office systems, good problem-solving skills, and high-level technical skills. A top-class desktop support engineer provides fast and effective support for clients experiencing basic hardware and software issues.
Responsibilities:

• 
  Troubleshooting hardware and software issues raised.
• Installing and maintaining hardware and computer peripherals.
• Installing and upgrading operating systems and computer software as needed by the client.
• Implementing site-wide solutions as determined by the client and/or management.
• Troubleshooting networking and connection issues.
• Advising on software or hardware upgrades.
• Providing basic training in computer operation and management.
• Responding to client support requests.
• Contacting users to find out the nature of the problem.
• Delivering relevant and correct technical support on a case-by-case basis.
• Coordinating on-site outages to necessary groups or third parties.
• Properly prioritizes and escalates unresolved queries as required to ensure customer satisfaction.
• Deploying tech tools as needed by the client and/or organization.
• Be the main point of contact for any IT issues reported on-site.

Qualifications:

• 
  Bachelor’s Degree in Information Technology or Computer Science, or any related field (e.g. Computer Engineering)
• Three or more years of Desktop Support experience (hardware, software, network and related technologies)
• Advanced knowledge of computer hardware systems, chipsets, memory modules and peripherals.
• Knowledge of popular operating systems, software applications and remote connection systems.
• Ability to solve complex hardware and software issues.
• Experience in handling a global service center and operations.
• Must be willing to work on a shifting schedule (dictated by client needs).
• Experience in supporting Windows Desktop, Virtual Desktops, MAC and notebook computers
• Familiarity with ITIL
• Familiarity with Cloud Computing
• A proactive thinker with the ability to anticipate problems, troubleshoot and proactively resolve them
• Good verbal and written communication skills
• Good customer service, relational and can interact with various people at different levels in the organization
• Ability to manage high-stress situations calmly and effectively.
• Strong attention to detail and well organized.