Desktop Support Engineer

Unified Microsystems; Quezon City; On-site; PHP 180,000 - 240,000; Full time

Job summary

Unified Microsystems in Quezon City, Philippines is seeking a motivated IT Support Specialist to deliver first-line assistance for desktop and cabling issues. You will diagnose hardware and software problems, configure accounts, and assist with network setup to restore service quickly.

You'll log all incidents accurately, prioritize tasks, and follow up with clients to ensure their IT systems are fully functional.

Responsibilities

• Provides first line support to customers, resolving issues or escalating to 2nd line support.
• First response for desktop and cabling issues.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Works with servers and telephone systems.
• Refer to internal database or external resources for tech solutions.
• Ensure all issues are accurately logged.
• Prioritize and manage several open issues.
• Follow up with clients for full functionality after troubleshooting.
• Troubleshoots independently aiming for first time resolution.

Job description

Purpose Provides first line support to customers, resolving issues or escalating (to 2nd line support) within the agreed service level agreement.

Work Overview

• First response for desktop and cabling issues.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Works with servers and telephone systems.
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are accurately logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Troubleshoots independently aiming for first time resolution every time, knowing when to elevate when required to ensure consistent work velocity.
• Provides detailed information on steps taken on all escalations.