First-Line IT Support Specialist

ATOS Information Technology Inc.; Taguig; On-site; PHP 180,000 - 300,000; Full time

Job summary

ATOS Information Technology Inc. is seeking a 1st Line Support Analyst to handle calls from internal staff regarding IT issues, via phone, email, and chat, while meeting KPIs. You will document details for escalation and provide basic support for MS Office, Citrix, VPN, and hardware.

The role requires a graduate IT degree, good communication skills, and willingness to work in-office 5 days a week in a shifting schedule. Knowledge of scheduling tools and FTP/SFTP transfers is a plus.

Qualifications

• Must be a graduate of IT-related course.
• Experience with IT scheduling tools is a plus.
• Experience with FTP/SFTP transfers is preferred.
• 1 year of Service Desk experience is advantageous.

Responsibilities

• Handle internal staff IT issues via phone, email, and chat.
• Document issue details and escalate to second level when needed.
• Provide updates and manage frustrated callers calmly.
• Assist with basic MS Office applications (Word, Excel, Outlook, PowerPoint).
• Assist with Citrix sessions and VPN connectivity; troubleshoot hardware issues.
• Run scheduled/ ad-hoc jobs to meet SLAs.
• Administer Enterprise Scheduling System as required.
• Create knowledgebase articles as issues are learned.

Skills

Communication skills

IT degree

Scheduling experience

FTP/SFTP transfers

MoveIT Admin

Service Desk

Office basics

Citrix VPN basics

Education

Bachelor’s degree in IT

Tools

Tidal

Maestro

Control-M

MoveIt

FileZilla

Job description

ATOS Information Technology Inc. is seeking a 1st Line Support Analyst to handle calls from internal staff regarding IT issues, via phone, email, and chat, while meeting KPIs. You will document details for escalation and provide basic support for MS Office, Citrix, VPN, and hardware.

The role requires a graduate IT degree, good communication skills, and willingness to work in-office 5 days a week in a shifting schedule. Knowledge of scheduling tools and FTP/SFTP transfers is a plus.