IT Field Support / Davao City / Onsite

Strategic Networks, Inc.; Davao del Sur; On-site; PHP 279,000 - 390,600; Full time

Job summary

A technology service provider in the Philippines is seeking a professional for IT support and incident management. The candidate will provide assistance for various end-user devices including desktops, laptops, printers, and more. Responsibilities include troubleshooting and resolving issues, monitoring equipment functionality, and ensuring timely updates in the ticketing system. Ideal candidates should have experience in both Windows and non-Windows environments, with a strong focus on user support and process compliance.

Qualifications

• Proficiency in desktop and laptop support and maintenance.
• Ability to supervise ticketing systems and ensure timely resolutions.
• Skill in analyzing and improving process compliance.

Responsibilities

• Provide support for end-user devices including desktops and laptops.
• Determine system reconfiguration needs and execute plans.
• Monitor and repair IT office equipment and software systems.

Skills

Incident management support

Experience in Windows & non-Windows environments

On-site repair skills

User support proficiency

System reconfiguration

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.