Customer Support Analyst Associate in National Capital Reg, Philippines


Engineering / Technology
Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female
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Job Description

  • Responsible for diagnosing and troubleshooting product software and hardware incidents reported by Customers and/or Avocent field personnel
  • Identify and escalate Severity one incidents and work to resolution Severities two, three and four
  • Has strong knowledge in trouble shooting, Networking, Operating systems and database diagnosis and repair
  • Ability to quickly learn new technologies and apply this knowledge to Avocent products and Customer environments
  • Ability to multi-task in a fast paced environment and successfully achieve project deadlines is required

Focus on resolving initial Customer incident submissions 90% of time worked 


  • Strong customer service skills
  • Able to work under pressure in a fast paced environment
  • Extensive telephone and email interactions with customers
  • Excellent verbal and written communication
  • Advanced trouble shooting skills, preferred
  • Knowledge of the following is highly desirable: SQL Server and Web development tools (HTML), Web Server applications (MS IIS), Microsoft, Linux and Sun Operating Systems, CISCO routers and routing protocols, Data Center operations, Scripting, Knowledge of Virtual Environments
  • Previous help desk or Call Center experience
  • 2 years of data center/software support experience
  • 2 years of Customer Service Experience
  • Graduate of an Associate/ Bachelor's (preferred) degree in IT Discipline or MDBA
  • MCSA Microsoft Certification*
  • RHCE- Red hat Linux Certification*
  • Solaris Certifications*
  • Cisco CCNA or CCNP Certifications*

*certifications may meet educational requirements in lieu of degree

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