End User Support Engineer

DFI Technology (Philippines); Mandaluyong; On-site; PHP 260,000 - 420,000; Full time

Job summary

DFI Retail Group is seeking an End User Support professional in Mandaluyong, Philippines, to deliver exceptional end-user IT support across services and applications. You will implement standards, drive service delivery, and maintain documentation while coordinating with management and third-party vendors.

The role requires hands-on desktop support, strong knowledge of Windows environments, Active Directory, and Office 365, with a focus on reliable service delivery and effective problem solving.

Qualifications

• Clear and professional communication with vendors and partners.
• Strong experience installing and configuring hardware and software.
• Good knowledge of LAN/WAN networking concepts.

Responsibilities

• Deliver services per the Service Catalogue and meet SLAs.
• Follow SOPs to ensure consistent quality of work.
• Record and track ServiceNow requests from initial ticket to final resolution.
• Assist tested and implemented software/hardware upgrades with management and vendors.
• Document resolutions and operating procedures.
• Provide hands-on desktop support and configure systems and apps as needed.

Skills

Communication skills

Hardware & software install

Networking knowledge

Windows environments

Active Directory

Troubleshooting

Teamwork

Vendor coordination

Office 365 & Exchange

Tools

ServiceNow

Job description

Is this your next challenge in providing end-user support?

As a member of the End User Support Services Team, you will be responsible for delivering an exceptional end-user experience while providing support for IT services and applications.

The Challenge is to:

• Leadership - Drive the strategy for product lines and the support of End User Services solutions to align with DFI's objectives.
• Governance - Develop and document standards based on industry best practices and insights gained from team experiences and successes.
• Service Delivery - Ensure robust and reliable service delivery to customers.

Responsibilities

• Deliver services as outlined in the Service Catalogue and ensure compliance with agreed service levels.
• Maintain consistency and quality of work by adhering to established Standard Operating Procedures (SOPs).
• Accurately record, track, and document Service Now requests, including the problem-solving process and actions taken, through to final resolution.
• Assist in the Testing and Implementation of approved software and hardware upgrades, updates, and system solutions, in coordination with management and third-party vendors as required.
• Maintain comprehensive documentation of resolutions and operating procedures.
• Perform hands-on technical support at the desktop level, including installing and upgrading software, conducting file backups, and configuring systems and applications as necessary.

Do you have experience in the following?

• Ability to communicate clearly and professionally with external vendors and partners as needed.
• Strong experience in hardware and software installation and configuration.
• Knowledge of networking, with emphasis on LAN and WAN infrastructure.
• Experience working in Microsoft operating environments.
• Practical experience in systems administration and support of a multi-site network in a similar technical support capacity.
• Thorough understanding of key aspects of IT infrastructure, including servers, desktops, laptops, switches, and related components.
• Proven ability to work effectively both independently and as part of a team.
• Hands-on experience with Microsoft Active Directory, including user and group management.
• Understanding of basic network management concepts (TCP/IP, Wireless, DNS, DHCP) and administration of various network devices.
• Strong troubleshooting skills for Microsoft Windows 10/11, Microsoft Office suite, Office 365, MS Exchange, Outlook, local and LAN printers, Wi-Fi, VPN, internet connectivity, and communication tools.

DFI Retail Group is an equal opportunity employer and responsible for ensuring that all personal information collected from each Candidate presented to DFI Retail Group is used for recruitment purposes only and the personal data will be kept and handled confidentially. We will retain the applications of candidates not selected for a period of no more than 24 months. The data collection process is in accordance with all applicable laws and compliant with the Code of Practice on Human Resource Management