IT Field Support / 1 year exp/ Cagayan de Oro

Strategic Networks, Inc.; Misamis Occidental; On-site; PHP 223,200 - 334,800; Full time

Job summary

A leading IT service provider in the Philippines is urgently hiring for an IT Technical Support role. The responsibilities include managing incident ticketing for end user devices, providing solutions for hardware and software issues, and conducting quality assurance testing. The ideal candidate will have experience with a variety of end-user devices and the ability to ensure high customer satisfaction through effective support solutions. This position starts ASAP.

Qualifications

• Experience in supporting end user devices including desktops, laptops, and peripherals.
• Ability to provide remote support and solutions for technical issues.
• Experience in conducting tests and analyzing product quality.

Responsibilities

• Manage incident and request tickets for end user devices.
• Test products and provide quality assurance.
• Coordinate with project leads for test plan development.
• Monitor and repair office IT equipment.

Skills

Incident management support

Windows operating environment

Remote access tools

Testing and quality assurance

Job description

Job description

• Provide incident and request management support to all end user devices. (Desktop, Laptop, Monitor, VPN, Printers, Scanner).
• Experience in Windows & non-Windows Operating environment
• Recommend and apply solutions, including on-site repair for remote users
• Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
• Determine and execute system reconfiguration needs.
• Establish end user service level agreements.
• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
• Supervise complaint ticketing system and follow timely resolution of all work orders.
• Demonstrated ability to provide user support by means of remote access tools.
• Provide status update to the ticketing tools in a timely manner.
• Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
• Monitor and repair all IT / office equipment and tools and make sure that all software systems are running smoothly.

QA task

• Test current products and identifying deficiencies based on the Business requirement, document on records, and at the same time provide local experience input based on experience.
• Investigate product quality to make improvements to achieve better commercial satisfaction.
• Work closely with the Project Leads for requirements analysis, development of test plans, test cases, regression, and smoke tests.
• Work with Stakeholders to coordinate release priorities and schedules.
• Plan, estimate and prioritize test activities.
• Monitor bug resolution efforts and track successes.
• Provides accurate time estimates and valuable input to team scrums, sprint plan etc.
• Participate in product design, and review to provide input on functional requirements, product designs or potential problems.
• Execute test cases (manual & automated) and analyze results.
• Provides solutions that help excellent customer experience.
• Testing can be functional or non-functional including System, Integration, Device compatibility and automation.
• Maintain a high level of program and service knowledge to provide the best value-based solution to the customer.
• Take full responsibility and the required action for the assigned tasks.
• Meet and adhere to attendance requirements based on Service Level Agreement
• Meet and exceeds KPI targets set by the client.
• Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.
• Urgent hiring for IT Technical Support. Start ASAP!