SPECIALIST II, END USER COMPUTING

Qualfon Philippines; Ciudad de México; Presencial; MXN 180.000 - 280.000; Jornada completa

Descripción de la vacante

Qualfon Philippines is seeking an IT/Desktop Support professional to maintain desktop performance, inventory equipment, and respond to internal requests. You'll ensure security policies are followed and coordinate with NOC for network issues, while coaching the next level of tech support.

The role emphasizes proactive monitoring, real-time reporting, and timely escalation to keep IT services reliable for all departments.

Formación

• Tech/IT degree.
• At least 1 year of experience.
• Documentation and Reports: data collection, reporting and monitoring.
• Problem Solving: identify problems and resolve issues.
• Analytical & Logical Thinking: assess information and data.
• Ability to understand and apply IT processes and tools.
• Communication: convey information clearly to individuals or groups.

Responsabilidades

• Maintain daily monitoring and preventive maintenance to keep desktop performance.
• Perform daily inventory for all IT equipment.
• Submit real time reports to Supervisor for damaged equipment.
• Install and update software/tools needed by all departments.
• Cater to internal customer requests in a timely manner.
• Apply security policies to all desktop equipment.
• Coordinate with Supervisor and NOC for network issues.
• Provide coaching/training to Technical Support II.

Conocimientos

Problem Solving

Analytical & Logical Thinking

Communication

IT processes & tools

Educación

Tech/IT degree

Descripción del empleo

OVERVIEW

Main Objectives and Duties:

1. Maximum access/availability for all desktops.
   • Maintains daily monitoring and preventive maintenance to maintain desktop performance.
   • Performs daily inventory for all IT Equipment.
   • Submits real time report to Supervisor for all busted/damaged equipment.
2. All Software/ tools needed by all department are installed and updated.
   • Informs Technical Support Supervisor before installing any software.
   • Follows work instructions on installing software, drivers, tools.
   • Updates Software inventory file.
3. All legitimate internal Customer requests are catered on a timely manner.
   • Monitors and updates Helpdesk Request in real time and provides proactive approach on catering client requests.
   • Escalates advance desktop issues to next level if needed.
4. All security policies and procedures are being applied to all Desktop equipment.
   • Performs weekly evaluation/inventory on desktop equipment.
   • Follows work instructions on applying security policies and procedures.
5. Maximum access to network connectivity for all Desktop equipment.
   • Coordinates in a timely manner to Technical Support Supervisor and NOC Team for any network abnormalities.
   • Ensures all equipment are physically, properly connected and configured.
6. Monitoring of all downtime issues and report immediately to all appropriate personnel.
   • Monitors Skype Official Chat Groups for any issues.
   • Monitors emails for any issues.
   • Follows IT escalation procedures.
7. Provision of training/coaching to Technical Support II.
   • Provides coaching/training to Technical Support II when needed.
   • Next level of escalation for Level 2 tech support.
   • Assist clients on high/moderate level IT Concerns.

QUALIFICATIONS

• Tech/It degree.
• At least 1 year of experience.
• Documentation and Reports: Knowledge of appropriate data/information to be collected, reported, and monitored. Ability to extract, compile, assimilate, organize, and store in printed and electronic form such data/information required for reporting and monitoring purposes.
• Problem Solving: Ability to identify problems, determine possible solutions, and actively work to resolve the issues using various problem solving tools and techniques.
• Analytical & Logical Thinking: Ability to identify and assess relevant information, issues, and concerns; relate and compare data from different sources, and identify alternative actions. Ability to approach a problem or situation using a logical, systematic, methodical or sequential approach. Information Technology
• Ability to understand and apply the IT processes and tools (hardware and software systems) used to develop systems supporting the effective flow and use of information as a strategic company resource.
• Communication: Knowledge and skill to transmit and receive information to/from individuals or groups through various channels and media, in a clear way, to understand and be understood.