It Associate

Staff4Me; Compostela; On-site; PHP 180,000 - 260,000; Full time

Job summary

Staff4me is hiring an IT Associate in Cebu City, Philippines. You will handle front-line IT support, answer calls and emails, and convert them into tickets for higher tiers. You will assist users with password resets, printer and drive mappings, and provide basic guidance from self-help docs.

The role is suitable for a beginner with a IT/CS/IS degree, strong English, and willingness to learn. Night shift work is required and training opportunities are available.

Qualifications

• Bachelor's degree in Information Technology, Computer Science or Information Systems.
• Excellent English written and verbal communication skills.
• Beginner level IT technical support experience encouraged to gain certifications.
• Willingness to work night shifts and learn new technologies.

Responsibilities

• Be first line of defense for IT, answer calls/emails and create tickets.
• Provide first call resolution for password resets, device issues and basic questions.
• Document issues and educate users using self-help materials.
• Escalate to Tier 2/3 as needed and assist in training documentation.

Skills

Customer service

Troubleshooting

Communication

Windows OS

Active Directory

Office 365

English proficiency

Night shift

Education

Bachelor's degree in IT/CS/IS

Tools

Active Directory

Microsoft Office 365

Job description

IT Associate

Company : Staff4me | Job Type : Full Time | Location : Cebu City, Philippines

JobCopilot will tailor your resume and auto-fill the application

Job Description - IT Associate

We are seeking an IT Associate to join our team. The IT Associate will be the first line of defense for all IT Technicians. You will answer phones and emails and turn these calls in to tickets for Tier 2 and Tier 3 technicians. You will support the customer with first call resolve issues, such as resetting passwords, mapping drives and printers, and educating the user on self-help documents. You will strive to achieve the best customer support through training, knowledge, and ingenuity. You always pride yourself in proper office etiquette and display professionalism.

Position Responsibilities

• First line of defense for the IT Technical Teams. Answer phones, route calls accordingly, create tickets on behalf of the customer, work tier 1 level tickets, route tickets in the enterprise ticketing system to proper teams and/or technicians for upper-level support.
• Work as part of an IT Associates Team, answering questions and working first call resolve issues for employees, via phone, chat or through an enterprise ticketing system.
• Typical duties may include resetting of user passwords, general technology questions, basic troubleshooting of PCs, mobile devices, printers, and phones, and education the customer on self-help documentation.
• Document, track and monitor problems to ensure timely resolution of issues.
• Learning new skills from Tier 2 level teams for job mobility.
• Writing knowledge documents for training and educational purposes.
• Receive hands-on or virtual training to learn skills that will enable you assist in projects.
• Project work to assist upper-level teams and gain real time experience for more complex duties.

Desired Knowledge, Skills and Abilities

• Strong customer service, troubleshooting and organizational skills.
• Strong written and verbal communication skills with focus on providing clear and concise instructions and documentation for areas of assigned responsibility.
• Exceptional customer service skills in person, over the phone, and through electronic communication.
• Ability to triage and troubleshoot unfamiliar issues.
• Willingness to learn new technologies.
• Strong knowledge of Windows desktops.
• Knowledge of Microsoft server products, especially Active Directory.
• Proficient with Microsoft Office with emphasis on Excel and Word.
• Experience with Office 365 is a plus.
• Must be able to frequently sit for long periods of time and must also be able to maintain a courteous attitude throughout the day.
• Willing to work on a night shift.

Requirements

• Bachelor's degree in Information Technology, Computer Science or Information Systems.
• Excellent English skills, verbal and written.
• A+, Technical Certifications desired.
• This is a beginner level of IT technical support. Should be willing to gain certifications for mobility.