End User Support Engineer - HYBRID

Hashtag People Corporation; Makati; On-site; PHP 360,000 - 480,000; Full time

Job summary

Hashtag People Corporation is seeking an End User Support Engineer in Metro Manila to install, support, and troubleshoot IT issues across Windows and Mac platforms. You will maintain client systems, support hardware, and assist with user account management and incident handling.

The ideal candidate will have a bachelor’s degree in computer engineering, CS, IT or equivalent, with 3+ years of IT support experience. Microsoft 365 exposure and strong communication skills are preferred.

Qualifications

• Bachelor's degree in computer engineering, CS, IT or equivalent.
• Preferably 3+ years IT support experience.
• Microsoft certification is an advantage.
• Preferably with support experience in Microsoft 365 and Web Applications.
• Knowledge of Apple and Windows computer systems and software.

Responsibilities

• Install, support, and troubleshoot issues involving Microsoft's core business applications and OS.
• Maintain Windows and Mac client systems through remote monitoring and management systems.
• Support and troubleshoot hardware including printers and peripherals.
• Provide IT support for workstation OS, connectivity, and end-user applications.
• Provide technical services and support for routers, firewalls, patching, security, and antivirus.
• Manage and set-up new user accounts including permissions and access rights.
• Maintain incident records and update the knowledge base in the ticketing tool.
• Develop and maintain system documentation and troubleshooting procedures.

Skills

Customer service

Technical troubleshooting

Communication skills

Multi-tasking

Team collaboration

Attention to detail

Education

Bachelor's degree in Computer Engineering, Computer Science, Information Technology or equivalent

Tools

Microsoft 365

Ticketing system

Job description

About You

Have a passion for technology and a strong grasp of recent trends in technical support and general IT. Think out-of-the-box and a persistent problem solver. Good communicator and motivated to deliver excellent customer service. Work collaboratively and communicate effectively with the team. Self-motivated with the ability to work in a fast-moving environment. Highly motivated team player with the skills and ability to manage changing priorities.

End User Support Engineer Responsibilities

• Install, support, and troubleshoot technical issues involving Microsoft's core business applications, Windows Operating Systems, iMac IOS and other authorized desktop applications
• Maintain and update Windows and Mac-based client systems through automated remote monitoring and management systems
• Support and troubleshoot technical related issues related to software and hardware including computers, laptops, printers, and any other authorized peripheral equipment
• Provide support for all IT-related issue including workstation operating systems, workstation connectivity, and end-user applications
• Provide technical services and support, routers, firewalls, patching, security, and antivirus
• Manage and set-up new users’ accounts including permissions and access rights
• Maintain a record of daily data communication transactions, incident, service requests, and remedial action is taken to update the ticketing tool knowledge base
• Maintain system documentation, troubleshooting procedures related to systems and networks software and hardware
• Handle multiple open cases and manage incidents to be prioritized
• Establish a good working relationship with clients and third-party client’s provider
• Maintain constant communication with clients - keeping them informed of incident progress, notifying them of impending changes, and agreed outages
• Work closely and collaborate with other technical team members to develop and implement new solutions

End User Support Engineer Requirements

• Graduate of bachelor’s degree in computer engineering, Computer Science, Information Technology or any equivalent field
• Preferably with minimum of 3 years & up total IT experience
• Certification in Microsoft is an advantage
• Preferably with support experienced in Microsoft 365 and Web Application
• Knowledge of Apple and Windows computer systems and software
• Significant experience in a similar role with an ISP, Systems Integrator or large enterprise
• Excellent technical and analytical Skills
• Results-oriented and with good organizational skills
• Excellent communication skills, active listening skills, telephone skills, and customer-care
• Ability to multi-task and adapt to changes quickly, working independently
• Ability to manage multiple deadlines simultaneously while addressing client issues
• Maintain an in-depth knowledge of the service catalog and how it relates to customer’s needs
• Service awareness of all organization’s key IT services for which support is being provided