Desktop Support Engineer

Microgenesis Business Systems; Mandaluyong; On-site; PHP 335,000 - 603,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Company events

Company Christmas gift

Opportunities for promotion

Paid training

Promotion to a permanent employee

Overtime pay

Performance bonus

Job summary

Microgenesis Business Systems is seeking an onsite IT support specialist to handle hardware and software issues, adhering to ITIL and SLA guidelines. The role will involve diagnosing problems, keeping accurate incident records, and providing end-user training.

The ideal candidate has a Bachelor's degree (preferred) and strong communication skills, with ability to manage priorities in a dynamic environment. Opportunities for promotion and paid training are offered.

Qualifications

• Customer-oriented with excellent communication skills.
• Able to adapt to changing situations and manage multiple tickets.

Responsibilities

• Provide onsite support for hardware and software problems (network, AV, OS, Outlook).
• Follow ITIL processes and SLAs, document incidents and resolutions.
• Perform remote desktop assistance and train end users on hardware/software usage.
• Log and escalate incidents promptly to subject matter experts or third-party support.
• Coordinate with service providers to resolve outages and test new services.

Skills

Customer-oriented

Excellent communication

Time management

Prioritization

Dependable

Adaptability

Education

Bachelor's (Preferred)

Tools

MS Office 365

Job description

• Provide onsite support for software and hardware problems (network, AV, OS, Outlook).
• Follow the standard operating procedure and SLA (ITIL).
• Perform technical support to VIP / VVIP.
• Expertise in installing, diagnosing, repairing, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers, and scanners) to ensure optimal workstation performance.
• Take ownership in providing accurate and reliable solutions to clients, document processes, and system configuration.
• Administer hardware maintenance for all desktop IT equipment.
• Perform system changes and adhere to organizational policies and directives.
• Conduct remote desktop assistance to end users.
• Train end users on the usage of computer hardware and software.
• Manage effective professional working relationships with internal and external clients.
• Log any software or hardware problems detected.
• Responsible for providing timely and accurate updates and information on assigned incidents and service requests.
• Escalate incidents if there is a need for subject matter expert / third-party support promptly.
• Work closely with service providers to resolve service outages and/or provision new services and carry out equipment acceptance testing and system integration testing.
• Monitor desktop infrastructure performance and make suggestions to increase efficiency.
• Develop solutions to routine technical issues.
• Work closely with project Teams to analyze process, and statistical data and provide impact assessment.
• Assist in the development of user documentation and training materials.
• Perform other related duties as assigned by management.
• Job Type: Full-time
• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Promotion to a permanent employee
• Schedule:
• Day shift
• Monday to Friday
• Supplemental Pay:
• Overtime pay
• Performance bonus
• Application Question(s):
• Are you willing to be assigned to different areas?
• Are you willing to work on a shift schedule work set-up?
• Education:
• Bachelor's (Preferred)
• An understanding of ITIL and Service Level Agreements.
• ITIL v3 certification is an advantage but not required.
• Proficient in hardware and software components and MS Office 365.
• Customer-oriented with excellent communication skills.
• Should have excellent technical and computer skills.
• Must be dependable and able to adapt to changing situations.
• Should know how to manage time and able to set priorities when handling multiple tickets.