Desktop Support Engineer

Millennium Technology Services; Iloilo City; On-site; PHP 279,000 - 390,600; Full time

Job summary

A leading technology services provider in Iloilo City is seeking an IT Support Technician to manage support tickets and troubleshoot end-user issues. The candidate should have a college-level education in IT, engineering, or related fields, with experience in IT ticket management and knowledge of desktop and hardware support. Responsibilities also include managing asset distribution and providing quality service in a dynamic environment.

Qualifications

• Experience in IT support ticket management and concepts such as incident management.
• Knowledge in desktop, software and hardware installation, support.
• Ability to work with remote access technologies.

Responsibilities

• Manage tickets within TTResponse and TTResolve SLO.
• Troubleshoot end user issues onsite regarding Windows and Microsoft Office.
• Provide level 1 troubleshooting for network and phone issues.

Skills

IT support ticket management

Desktop and software installation

Quality-oriented

Education

College Level under IT, engineering or computer related programs

Job description

Iloilo City, Western Visayas, Philippines

Responsibilities

1. Manage tickets within TTResponse and TTResolve SLO
2. Troubleshoot end user 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 to appropriate team for action
10. Validate hardware issue and work with vendors for repair/replacement
    • Receive and test new/repaired hardware received from the vendors (eg. USB ports, charger)
    • Stocktake and inventorize hardware received from the vendors
11. Update inventory on asset distribution
12. Responsible for transfer and reallocation of assets between sites
13. Responsible for issuance of asset from farm out request
14. Responsible for validation of return asset from farm in request
15. Deploy and distribute laptops to operations
16. Perform annual stock-taking

Requirements

• College Level 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.