Global IT Support Engineer: Desktop, Network & VDI

ISSI Corp; Philippines; On-site; PHP 400,000 - 600,000; Full time

Benefits offered by this job

Paid Time Off

Team Building

Meals & Snacks

14th Month Pay

HMO

Job summary

ISSI Corp in Manila is seeking an IT Support Engineer to provide system administration and Level 1/2 support for both Manila and US operations. You will communicate with the US IT team to analyze and resolve incidents and service requests, delivering onsite desktop, network and cloud support and ensuring incidents meet SLAs.

You will support a geographically dispersed team, set up desks, networks, devices, and softphones, and help maintain documentation and procurement tasks.

Qualifications

• 3+ years’ experience in Networking Support and Desktop Support, preferably in BPO/call center environment.
• Bachelor’s/College Degree in Computer Science/Information Technology or equivalent.
• Trouble Shooting advanced computer hardware and software problems.
• Proven experience in supporting Windows 7 (and later versions) and Virtual Desktops (Citrix).
• Proven experience in administering Windows Server 2008/2012.
• Proven experience on Microsoft Exchange 2013, Active Directory, Terminal services.
• In-depth understanding of LAN/WAN, DNS, DHCP, VPN, Fortinet firewall, Cisco/HP switches.
• Exposure to VDI products and platforms.
• Experience with geographically dispersed virtual teams.
• Excellent English communication and interpersonal skills.
• Strong customer service focus and an ability to analyze and prioritize an issue.
• Advanced knowledge of Windows 10 and the ability to configure the Windows environment.

Responsibilities

• Level1/2 support across both US and Philippines.
• Provide clear, courteous and professional support to all internal and external customers.
• Ensure helpdesk tasks are attended to within SLA and logged per incident/service requests processes.
• Create and maintain operational documentation.
• Assist in procurement for approved equipment and services.
• Record, resolve (including remote support), and escalate incidents across computing/environments.
• Support US Service Delivery Manager in reporting SLA performance.
• Set up new desks for staff including PCs and networking.
• Set up softphones connecting to call center system.
• Set up new network/server equipment within change management.

Skills

Networking

Desktop Support

English Proficiency

Customer Service

Troubleshooting

Education

Bachelors in Computer Science/Information Technology

Tools

Citrix

Windows Server

Active Directory

Microsoft Exchange

VPN

Fortinet

Networking Switches (Cisco/HP)

Job description

ISSI Corp in Manila is seeking an IT Support Engineer to provide system administration and Level 1/2 support for both Manila and US operations. You will communicate with the US IT team to analyze and resolve incidents and service requests, delivering onsite desktop, network and cloud support and ensuring incidents meet SLAs.

You will support a geographically dispersed team, set up desks, networks, devices, and softphones, and help maintain documentation and procurement tasks.