Desk Side Support Technician

Teceze; Cebu City; On-site; PHP 300,000 - 540,000; Full time

Job summary

Teceze in Cebu City is seeking a Desk Side Support Technician to join the deskside team for a fast-paced, customer-focused environment. The role covers hardware and software support, on-site and remote coordination, and end-user issue resolution.

Travel between sites (locally and within the US) may be required, with opportunities to work with global teams and multiple projects while maintaining high service standards and clear communication.

Qualifications

• Bachelor degree or 3+ years in Help Desk/Desk Side Support
• Technical major preferred (engineering or CS)
• Familiar with ITSM
• Experience with Windows, Mac, Android, iOS
• Knowledge of networking, printers, data center operations

Responsibilities

• Provide end-user support via phone, walk-in, and ticket requests
• Install, configure, maintain, upgrade, and troubleshoot hardware and software
• Log interactions and track resolutions
• Travel between sites (local and US) as needed
• Assist with asset inventory and deployment activities

Skills

Strong communication

Customer service

Self-management

Multitasking

Education

Bachelor degree in engineering or CS

Tools

ITSM

SCCM

Active Directory

Group Policy

IIS

Job description

Initial 9 months contract-High possible Extension

Job Description

Job Description

seeking a self-driven, motivated, technical but customer savvy professional to join our Desks side team.

As a Desk Side Support Technician there will be opportunities to work with hardware and software to assist the business while ensuring optimum functionality. There will be work with the local and global teams on various assignments and projects. This role allows for a high level of exposure to different cultures, and internal organizations requiring adaptability and strong soft skills.

The Desk Side Support Technician role is fast-paced. Technicians to ensure end users can accomplish business tasks by receiving, prioritizing, documenting, and actively resolving end user help request and incident issue tickets. DSS technicians must have a comprehensive understanding of computer hardware and software. In addition, they must possess excellent communication skills in order to assist computer users.

Performance Objectives

The successful candidate will have the opportunity to:

• Follow standard DSS procedures.
• Provide courteous customer support to users through phone, walk in, and ticket requests.
• Log all interactions, track and route issues and requests and document resolutions.
• Monitor all open tickets to ensure prompt closure and resolution.
• Identify and escalation situations requiring urgent attention.
• Escalate tier 2 and 3 issues to the appropriate team(s).
• Install, configure, maintain, upgrade, and troubleshoot a wide range of hardware and software used in the company.
• Research inquiries using available information resources.
• Advise users on appropriate action.
• Gather metrics on daily/weekly/monthly requests and work.
• Replace systems (laptop, desktop, and mobile).
• Purchase new systems and accessories and log data into asset inventory system or appropriate records while managing local inventory of IT related equipment. Image new systems using automated technologies (such as SCCM, etc.) and update with needed drivers and patches.
• Deploy and maintain smartphone fleet.
• Assist off site contractors with hardware maintenance.
• Travel between sites to provide support as needed. (locally and within the US).
• Install, configure and support software. Data Center operation support. Provide assistance to other towers. Assist with acquired company integration.

Qualifications - External

Requirements

• Minimum Bachelor Degree; with a technical major, such as engineering or computer science OR 3+years of experience in Help Desk or Desk Side Support positions with a high school diploma.
• Experience with Cleanroom protocols and procedure (preferred)
• Should have basic understanding of ITSM

Technical skills:

• Experience with IT infrastructure area support - DSS, Multiple Workstation OS (Window, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.
• Experience with one or more of the following is a plus: Active Directory, Group Policies, SCCM, IIS, scripting, server HW, Systems Administration/System Engineer Microsoft certification.
• Familiarity with various computer cabling, printers, document scanners, barcode scanners, projection devices, networking, digital and analog telephony, VoIP, and other office technologies.
• Ability to understand and speak the language of business. Self-management skills.

Communication:

• Very good communication and customer related skills.
• Effectively interacts with both business and technical audiences at multiple levels, including top executive managers Knowledge and Expertise Demonstrates deep understanding of relevant technology, architecture, processes and practices.