IT Helpdesk

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

Job summary

A technology support company in Metro Manila is seeking an individual to provide incident and request management support for various end-user devices. The role involves troubleshooting hardware and software issues, ensuring system configurations meet user needs, and monitoring office equipment. Candidates should have experience in both Windows and non-Windows environments and be capable of providing user support remotely and on-site.

Qualifications

• Experience in managing incident and request management for end-user devices.
• Familiarity with Windows & non-Windows operating environments.
• Ability to recommend and apply solutions for hardware and software issues.

Responsibilities

• Provide incident management support to all end user devices.
• Determine and execute system reconfiguration needs.
• Monitor and repair all IT/office equipment.

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.