Helpdesk Analyst: IT & POS Support Pro

MC1 - Noon Dalton Philippines Inc; Cebu City; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

HMO month 1

Plus 1 Beneficiary for HMO after a year

Monthly performance bonus after regularization

Engagement activities

12 Days Leaves Annually

US or UK Bank Holidays

Birthday incentives

Job summary

A technology service provider in Cebu City is seeking a Technical Support Specialist for a full-time role. The candidate will be responsible for proactive support and maintenance of POS systems and other hardware, improving system performance, and providing technical assistance. Strong problem-solving skills, LAN knowledge, and flexibility are essential. The role offers a supportive work environment with various professional development benefits and incentives., including HMO and performance bonuses.

Qualifications

• Strong analysis, organization, communications, interpersonal skills and troubleshooting skills are essential.
• Must be willing to work a flexible schedule including weekends and holidays.
• Technical support experience is desired.

Responsibilities

• Responsible for proactive remote support and maintenance around POS systems.
• Improve system performance by identifying problems and recommending changes.
• Proactively maintains systems and executes preventative maintenance plans.
• Communicates with site users regarding any system enhancements.
• Monitor ongoing support cases and develop resolution plans.

Skills

Problem Solving

LAN knowledge

PC Proficiency

Verbal communication

Troubleshooting skills

Job description

Job Description:

• Responsible for proactive remote support and maintenance around POS systems.
• Responsible for proactive support and maintenance around desktops and laptops.
• Improve system performance by identifying problems and recommending changes.
• Maintaining stock items and ordering new hardware/software requests.
• Monitors support issues, ensures resolution plans, and reports progress to management.
• Proactively maintains systems and executes preventative maintenance plans. Monitors system status and reacts to issues as they arise.
• Communicates with site users regarding any system enhancements and or scheduled upgrades.
• Additional duties as job requires.
• Promote an inclusive & supportive approach within the Brand team, with networking continuing at all units.
• Focuses on removing barriers and empowering growth and opportunity for team members at all levels.
• Leads by example through Sustainability/Conservation efforts; displays knowledge of efforts in business application as well as giving adequate opportunity for teaching to unit staff as necessary.
• Engages with SSA/Unit in driving community effort through engagement activities and focus. On opportunities of giving back.
• Administer and maintain user accounts and access permissions within the ticketing system, ensuring appropriate levels of security and access control.
• Respond promptly to support requests, providing timely resolutions and escalating complex issues as necessary.
• Monitor ongoing support cases, develop resolution plans, and provide regular progress updates to management.
• Triage, prioritize, and resolve help desk tickets originating from automated systems, partners, and both internal and external end users.
• Conduct daily preventive maintenance checks on servers and websites to ensure optimal performance and system reliability.
• Deliver technical support for the admissions ticketing and access control system, ensuring seamless operations.
• Identify, troubleshoot, and resolve documented issues within the ticketing system, implementing effective and sustainable solutions.

Qualifications:

• Strong analysis, organization, communications, interpersonal skills and troubleshooting skills are essential.
• Problem Solving, LAN knowledge, PC Proficiency, Verbal communication, and phone skills are preferred.
• Must be willing to work a flexible schedule which may include weekends and holidays.
• Technical support experience is desired.

Other perks/incentives

• HMO month 1
• Plus 1 Beneficiary for HMO after a year
• Monthly performance bonus after regularization
• Engagement activities
• Annual appraisal
• 12 Days Leaves Annually
• US or UK Bank Holidays (depending on account)
• Birthday incentives
• Fun working environment