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Business Area: Cebu Global Customer Services

Job Summary:

Responsible for providing technical support to field engineers, technicians, and product support who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems and/or complex software. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Competencies, Skills, Knowledge & Abilities: PRODUCT KNOWLEDGE High level knowledge in Lexmark Products and Solutions Recognize defects and bugs of Lexmark products and works with Product Engineering PROCESS OWNER Knowledgeable in Technical Support Escalation process. Implement change and improvement to processes. CUSTOMER AND CALL HANDLING SKILLS Can work with difficult customers. Resolve customer complaints. COMMON OPERATING SYSTEM, SERVER AND APPLICATION KNOWLEDGE Experience with Mac, Linux and Unix operating system. High Level knowledge of Mainframe and iSeries systems. Comfortable with Microsoft’s server OS’s and associated networking services: Windows 2000/2003/2008, Active Directory, Kerberos, LDAP, DNS, D-DNS, DHCP, Radius, SMTP. Education, Experience and Certifications Basic Requirements: Bachelors or Master's degree in Information Science, Computer Science, Engineering or the like. 2 Years IT or networking related experience required; 1-2 years' experience in Lexmark Software support. Previous Technical Support experience handling 2nd level contact escalations.

You may send your application to recruitment@lexmark.com.

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