Technical Support Analyst - Onsite

Job Locations PH-Cavite
Posted Date 2 weeks ago(11/16/2022 3:51 PM)
IT Solutions



Technical Support Analyst

Location: Imus, Cavite, Philippines



Position Summary

A Technical Support Analyst helps in resolving technical issues within different components of computer systems, such as software, hardware, and network-related IT related problems focusing on the endpoint and the end user experience. Most importantly, the technical support analyst may work on-ground or remotely to provide quality customer service to Appen’s internal users. This contributor addresses the doubts that consumers of corporate IT resources raise with regard to products or services through tickets, calls and emails, resolving issues on priority. Apart from possessing excellent analytical and problem-solving skills, this professional should have solid verbal and written communication skills. A technical support analyst should be able to work calmly when under pressure. IT support staff should be good team players. A technical support analyst takes ownership for all technical issues that comes to their attention and queue.





  • Installs and configures computer applications
  • Monitors and maintains computer networks
  • Configures operating systems
  • Diagnoses, troubleshoots, and resolve issues by questioning customers about the technical issues they are facing in a detailed fashion so that they understand the nub of the problems
  • Keeps track of users’ system issues until they are resolved by adhering to the agreed timelines
  • Resolves complex problems, escalated from Service Desk
  • Interacts with clients through ticket, phone, emails or chats and provide unambiguously written instructions or technical manuals
  • Provides accurate feedback to customers promptly.
  • Ensures proper logging of all issues
  • Follows up with clients to make sure their computer systems are functioning properly after troubleshooting
  • Documents technical knowledge in the knowledge database.
  • Maintains procedural documents and process related to the nature of their work
  • Follows standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments
  • Trains people on how to use different types of systems
  • Monitors daily performance of technical systems
  • Helps the organisation to deploy new software or hardware systems



Required Knowledge, Skills and Abilities

  • Technology Environment
  • Desktop / productivity services – Microsoft Windows and Apple Mac hardware and software, Antivirus, MS Office365
  • Directory services – Microsoft
  • Hosting Services – Azure, AWS, GCP
  • MDM/MAM – Intune & Jamf
  • Networking services – IPv4, IPv6, Wifi, basics of routing and switching
  • Printer Services
  • Communication & Telephony – MS Teams, Zoom


  • Able to establish productive, co-operative relationships and demonstrate effective use of conflict resolution skills
  • Possesses the ability to learn and work on changing and emerging technologies.
  • Demonstrated ability to work effectively in an environment characterised by constant change, ambiguous data and a fast-paced, deadline-driven culture
  • Demonstrated commitment to Appen core values and company vision
  • Demonstrated time management and organizational skills with high level attention to details
  • Demonstrates strong IT skills combined with a good head for business
  • Excellent communication skills including an ability to present information clearly and concisely in writing or verbally to a wide audience including clients and managers; effectively uses active listening skills
  • Independent, autonomous, motivated self-starter who can establish a course of action for self and others while driving initiatives to completion
  • Proven analytical skills including the ability to proactively identify problems, gather information and set course of action.
  • Takes personal responsibility for continuous learning


Qualifications and Experience

  • A bachelor’s degree (complete or on-going) in a relevant field of study is preferred (ie: Computer Science).
  • 3+ years of a combination in IT Desktop Support and customer service-related experience, preferably in a high[1]volume global corporate environment.
  • Hands-on experience and supporting modern technology platforms for communication and collaboration.
  • Familiarity with ITIL V4 practices and principles, ensuring and promoting its practices to intrinsically guide IT’s philosophy to run a flexible, iterative, continuously evolving IT Service Delivery.


About Appen

Appen is a global leader in the development of high-quality, human-annotated datasets for machine learning and artificial intelligence. Appen brings over 20 years of experience capturing and enriching a wide variety of data types including speech, text, image and video. With deep expertise in more than 180 languages and access to a global crowd of over 1 million skilled contractors, Appen partners with technology, automotive and eCommerce companies — as well as governments worldwide — to help them develop, enhance and use products that rely on natural languages and machine learning.


At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions and believe in giving and receiving direct feedback. We give credit where credit is due and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.




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