End-User IT Support Specialist - Remote & On-Site

Strategic Networks, Inc.; Santa Rosa; On-site; PHP 320,000 - 520,000; Full time

Job summary

Strategic Networks, Inc. is seeking an IT Helpdesk/End-User Support professional in Laguna, Philippines.

The role focuses on incident and request management for all end-user devices, spanning desktops, laptops, monitors, printers, scanners, VPN, and peripherals, with emphasis on Windows and non-Windows environments. You will provide on-site repairs for remote users and ensure timely status updates in ticketing systems.

Responsibilities

• Provide incident and request management support to all end user devices. (Desktop, Laptop, Monitor, VPN, Printers, Scanner).
• Experience in Windows & non-Windows Operating environment
• Recommend and apply solutions, including on-site repair for remote users
• Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
• Determine and execute system reconfiguration needs.
• Establish end user service level agreements.
• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
• Supervise complaint ticketing system and follow timely resolution of all work orders.
• Demonstrated ability to provide user support by means of remote access tools.
• Provide status update to the ticketing tools in a timely manner.
• Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
• Monitor and repair all IT / office equipment and tools and make sure that all software systems are running smoothly.

Job description

Strategic Networks, Inc. is seeking an IT Helpdesk/End-User Support professional in Laguna, Philippines.

The role focuses on incident and request management for all end-user devices, spanning desktops, laptops, monitors, printers, scanners, VPN, and peripherals, with emphasis on Windows and non-Windows environments. You will provide on-site repairs for remote users and ensure timely status updates in ticketing systems.