1st line Support Analyst | 24/7 Support | Onsite-Hybrid | Permanent

ATOS Information Technology Inc.; Taguig; On-site; PHP 180,000 - 300,000; Full time

Job summary

ATOS Information Technology Inc. is seeking a 1st Line Support Analyst to handle calls from internal staff regarding IT issues, via phone, email, and chat, while meeting KPIs. You will document details for escalation and provide basic support for MS Office, Citrix, VPN, and hardware.

The role requires a graduate IT degree, good communication skills, and willingness to work in-office 5 days a week in a shifting schedule. Knowledge of scheduling tools and FTP/SFTP transfers is a plus.

Qualifications

• Must be a graduate of IT-related course.
• Experience with IT scheduling tools is a plus.
• Experience with FTP/SFTP transfers is preferred.
• 1 year of Service Desk experience is advantageous.

Responsibilities

• Handle internal staff IT issues via phone, email, and chat.
• Document issue details and escalate to second level when needed.
• Provide updates and manage frustrated callers calmly.
• Assist with basic MS Office applications (Word, Excel, Outlook, PowerPoint).
• Assist with Citrix sessions and VPN connectivity; troubleshoot hardware issues.
• Run scheduled/ ad-hoc jobs to meet SLAs.
• Administer Enterprise Scheduling System as required.
• Create knowledgebase articles as issues are learned.

Skills

Communication skills

IT degree

Scheduling experience

FTP/SFTP transfers

MoveIT Admin

Service Desk

Office basics

Citrix VPN basics

Education

Bachelor’s degree in IT

Tools

Tidal

Maestro

Control-M

MoveIt

FileZilla

Job description

About the role

1st Line Support Analyst managing calls from internal staff via telephone, email, and chat regarding IT issues and questions while adhering to standard KPIs.

Key responsibilities

• Manage calls from internal staff via telephone, email, chat regarding IT issues and questions and adhere to standard KPIs
• Gather and record all relevant issue details to submit for second level support when needed
• Communicate progress in a timely manner and manage frustrated callers with calm demeanor
• Provide basic assistance in MS Office applications (Word, Excel, Outlook, PowerPoint)
• Provide basic assistance on Citrix session, VPN connectivity and hardware related issues
• Run scheduled and requested jobs on all systems to meet Service level commitment
• Modify / Administer the Enterprise Scheduling System as required
• Create knowledgebase articles when new information is learned

About you

• Very good communication skill (Voice, email and chat)
• Must be a graduate of any IT related course
• Experience with scheduling (Tidal, Maestro, Control M etc.) applications a plus
• Experience with FTP/SFTP (MoveIt, Filezilla, etc.) transfer protocols
• MoveIT Admin experience is a plus
• Service Desk experience at least 1 year preferably
• Amenable to work in the office 5x a week including holidays.
• Amenable to work in a shifting schedule and in office.