ANALYST

eClerx LLC; Manila; On-site; PHP 279,000 - 502,000; Full time

Job summary

A technology services provider in Metro Manila, Philippines is seeking an Analyst to troubleshoot technology problems and work closely with teams to ensure timely resolution. The role requires strong communication skills, effective documentation practices, and at least one year of computer system experience. The ideal candidate holds a Bachelor's degree and is familiar with Microsoft products and IP networking. Fluent English and Filipino are required.

Qualifications

• At least 1 year of computer system experience required.
• Conceptual knowledge of IP networks and core IP applications is needed.
• Call Center / BPO / SI / Provider work experience is highly preferred.
• Effective interpersonal and communication skills.
• Ability to work well under pressure, multitask, and meet deadlines.
• Good documentation skills.
• Bachelor's/College Degree or IT-related course.
• Analytical and team management skills.
• Strong interpersonal and communication skills.
• Call Center / BPO / SI / Provider work experience preferred.
• Must be Filipino citizens or hold relevant residence status.
• Languages: English and Filipino.

Responsibilities

• Troubleshoot technology problems with concerned teams.
• Ensure proper documentation and timely updates for assigned tasks.
• Generate, analyze and release regular reports.
• Provide regular updates to team, management, and client.
• Release incident reports and RCAs within SLA and liaise with groups for resolution.
• Document RCA/ICA and follow through on deliverables.
• Routine checks of operational condition of accounts and report issues.
• Respond to incident/problem tickets as per SLA.
• Document work turnover and cascade to the team.
• Conduct daily floor walk and account issue tracking.
• Update documentation (inventory, processes, procedures, operations).
• Regularly review and update documentation.
• Ensure information security guidelines and policies are followed.
• Implement changes to ensure compliance of infrastructure to security guidelines.
• Complete assigned tasks timely.
• Coordinate with other teams for tasks.
• Generate and release reports.
• Initial review, gap analysis and action plan to management.

Skills

Knowledge of Microsoft products & solutions

Effective interpersonal and communication skills

Ability to work well under pressure

Good documentation skills

Analytical skills

Team management skills

Team management

English proficiency

Filipino proficiency

Call Center / BPO experience

Ability to work under pressure

Education

Bachelor's/College Degree or IT related course

Job description

TITLE: Analyst - Technology Services
RANK: Analyst
Reporting to: Process Manager - Technology Services

Responsibilities

• Responsible for ensuring to work with concerned teams in troubleshooting of technology problems.
• Ensures that proper troubleshooting techniques, protocols and tools are used in coming up with recommendations and solutions.
• Ensures that technical recommendations are properly thought of/analyzed and based on hard facts.
• Provides regular updates on the troubleshooting to the team, management, and client.
• Ensures that incident report and RCA is released within SLA post the troubleshooting work and liaise with concerned groups for the resolution.
• Responsible for the documentation of RCA/ICA and follow through on pending deliverables till closure.
• Responsible for the routine checking of the operational condition of the accounts and ensures potential issues are reported for immediate attention/resolution.
• Responsible in responding to incident/problem tickets as per SLA.
• Responsible for documenting work turnover and cascading the same to the team.
• Conducts daily floor walk and account issue tracking.
• Responsible for ensuring timely updates are done on documentation that includes but not limited to inventory, process, procedures, and operations-related documents.
• Responsible for the regular review and updating of the documentation.
• Responsible for ensuring that information security guidelines and policies are followed and implemented.
• Responsible for the implementation of changes to ensure compliance of the infrastructure to the Information security guidelines and policies.
• Responsible for ensuring timely completion of assigned tasks.
• Responsible for ensuring proper documentation and timely updates for assigned tasks.
• Responsible for the coordination with other teams in fulfilling the assigned tasks.
• Responsible for the regular generation, analysis and releasing of reports.
• Responsible for the initial review, gap analysis and providing action plan to management.

Qualifications

• Knowledge of Microsoft products & solutions is preferred.
• Conceptual knowledge of IP networks and core IP applications (DNS, NTP, FTP, etc.) and telecommunications, and their interplay in an IT computing environment.
• At least 1 year of computer system experience.
• Must have effective interpersonal and communications skills.
• Ability to work well under pressure, multi-task and meet demanding deadlines.
• Good documentation skills.
• Candidate must possess at least a Bachelor's/College Degree or IT related course.
• Analytical and team management skills are a must.
• Should exhibit strong interpersonal and communication skills.
• Call Center / BPO / SI / Provider work experience is highly preferred.
• Filipino citizens or hold relevant residence status.
• Required languages: English, Filipino.