Desktop Support Engineer

Millennium Technology Services; Cebu City; On-site; PHP 334,800 - 502,200; Full time

Job summary

A tech services company in Cebu City is seeking an IT Support professional. Responsibilities include managing IT support tickets, troubleshooting hardware and software issues, and coordinating with vendors for repairs. Candidates should be college graduates in IT or related fields, with experience in incident management and strong troubleshooting skills. This role requires a results-oriented approach and extensive knowledge of Windows Operating Systems and network issues.

Qualifications

• College Graduate under IT, engineering or computer related programs.
• Experience in IT support ticket management and incident management.
• Knowledge in desktop, software, hardware support and remote access technologies.

Responsibilities

• Manage tickets within ticketing systems and troubleshoot onsite user issues.
• Provide level 1 user side troubleshooting for network and phone issues.
• Triage client application issues and process user laptop requests.
• Validate and coordinate with vendors for hardware repairs.

Skills

IT support ticket management

Troubleshooting

Windows Operating System

Microsoft Office

Network issue resolution

Hardware repair and replacement

Education

College Graduate in IT or related fields

Tools

Ticket management software

Job description

Responsibilities

1. Manage tickets within TTResponse and TTResolve SLO
2. Troubleshoot end users issues onsite with regards to
   • Windows Operating System
   • Microsoft Office
3. Provide level 1 user side troubleshooting for
   • Network issue
   • Phone issue (soft and hard phone)
4. Triage client application issues to determine if the issue is to be resolved by client IT
5. Process user laptop return (farm in) including OS imaging
6. Process user laptop request (farm out)
7. Process user peripherals request such as but not limited to headsets, mouse, monitors
8. Validate network port status and work with network team on port enablement
9. Onsite triage for network and server issue, and elevate the issue to the appropriate team for action
10. Validate hardware issue and work with vendors for repair/replacement
11. Work with vendors on hardware repair/replacement
12. Receive and test new/repaired hardware received from vendors (e.g., USB ports, charger)
13. Stocktake and inventorize hardware received from vendors
14. Update inventory on asset distribution
15. Responsible for transfer and reallocation of assets between sites
16. Responsible for issuance of asset from farm out request
17. Responsible for validation of return asset from farm in request
18. Deploy and distribute laptops to operations
19. Perform annual stock-taking

Requirements

• College Graduate under IT, engineer and computer related programs
• Experience in IT support ticket management and concepts such as incident management
• Knowledge in desktop, software and hardware installation, support and distribution, and remote access technologies
• Quality and result oriented