Desktop Support Technician

TECEZE; Carmona; On-site; PHP 156,000 - 312,000; Full time

Job summary

TECEZE is seeking a Desk Side Support Technician to provide hands-on hardware and software assistance, ensuring end users can complete business tasks efficiently. The role involves collaborating with local and global teams, handling a high volume of requests, and maintaining strong communication across levels.

The successful candidate will install, configure, and troubleshoot systems, manage asset inventory, and participate in on-site support across multiple sites, including travel to US

Qualifications

• Bachelor degree or 3+ years in Desk Side Support
• Experience with ITSM concepts
• Familiarity with IT infrastructure components

Responsibilities

• Follow standard DSS procedures and provide courteous user support.
• Log interactions, route issues, and monitor open tickets.
• Install, configure, maintain, upgrade, and troubleshoot hardware and software.
• Image and deploy new systems; manage asset inventory.
• Travel between sites to provide on-site support.
• Assist with data center operations and system integration.

Skills

Communication

Adaptability

Customer service

Problem solving

Team collaboration

Education

Bachelor's degree in Engineering or Computer Science

Tools

SCCM

ITSM

Active Directory

Job description

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 upscale 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.

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.