IT Support Engineer

ISSI Corp; Philippines; On-site; PHP 400,000 - 600,000; Full time

Benefits offered by this job

Paid Time Off

Team Building

Meals & Snacks

14th Month Pay

HMO

Job summary

ISSI Corp in Manila is seeking an IT Support Engineer to provide system administration and Level 1/2 support for both Manila and US operations. You will communicate with the US IT team to analyze and resolve incidents and service requests, delivering onsite desktop, network and cloud support and ensuring incidents meet SLAs.

You will support a geographically dispersed team, set up desks, networks, devices, and softphones, and help maintain documentation and procurement tasks.

Qualifications

• 3+ years’ experience in Networking Support and Desktop Support, preferably in BPO/call center environment.
• Bachelor’s/College Degree in Computer Science/Information Technology or equivalent.
• Trouble Shooting advanced computer hardware and software problems.
• Proven experience in supporting Windows 7 (and later versions) and Virtual Desktops (Citrix).
• Proven experience in administering Windows Server 2008/2012.
• Proven experience on Microsoft Exchange 2013, Active Directory, Terminal services.
• In-depth understanding of LAN/WAN, DNS, DHCP, VPN, Fortinet firewall, Cisco/HP switches.
• Exposure to VDI products and platforms.
• Experience with geographically dispersed virtual teams.
• Excellent English communication and interpersonal skills.
• Strong customer service focus and an ability to analyze and prioritize an issue.
• Advanced knowledge of Windows 10 and the ability to configure the Windows environment.

Responsibilities

• Level1/2 support across both US and Philippines.
• Provide clear, courteous and professional support to all internal and external customers.
• Ensure helpdesk tasks are attended to within SLA and logged per incident/service requests processes.
• Create and maintain operational documentation.
• Assist in procurement for approved equipment and services.
• Record, resolve (including remote support), and escalate incidents across computing/environments.
• Support US Service Delivery Manager in reporting SLA performance.
• Set up new desks for staff including PCs and networking.
• Set up softphones connecting to call center system.
• Set up new network/server equipment within change management.

Skills

Networking

Desktop Support

English Proficiency

Customer Service

Troubleshooting

Education

Bachelors in Computer Science/Information Technology

Tools

Citrix

Windows Server

Active Directory

Microsoft Exchange

VPN

Fortinet

Networking Switches (Cisco/HP)

Job description

Join ISSI Corp as a key player in our innovative and technologicaladvances.

As an IT Support Engineer, youprovide system administration and Level 1/2 support to the Manila and US operations. This will be achieved through communicating and collaborating with US IT team in analyzing and resolving IT incidents and service requests. This role is responsible for providing onsite desktop, network and cloud support, and resolving incidents within agreed Service Levels.

Customer Service

Problem-Solving

Resilience and Adaptability

Communication

Responsibilities

• Level1/2 support across both US and Philippines
• Provideclear, courteous and professional support to all internal and externalcustomers
• Ensurehelpdesk tasks are attended to within specified SLA’s and that all tasks arelogged and actioned in accordance with company Incident and Service requestprocesses
• Takingownership in the creation and upkeep of appropriate operational documentation
• Assistingin the procurement process for approved equipment and services frompre-approved suppliers
• Incidentrecording, resolution (including remote support), and escalation, across avariety of computing and communications environments
• Providesupport to US Service Delivery Manager in reporting vendor and service providerperformance against specified SLA’s
• Setupof new desk for staff including PCs and networking
• Setupof softphones connecting into call center system
• Setupof new network/server equipment in the IT networking room within approvedchange management process
• Managementand monitoring of network links back to US, working with local provider fortroubleshooting
• Troubleshootperformance issues within both VDI and network
• Overflow for helpdesk back to US

Must Have

• 3+ years’ experience in Networking Support and Desktop Support preferably in BPO/call center environment
• Bachelor’s/College Degree in Computer Science/Information Technology or equivalent
• Trouble Shooting advanced computer hardware and software problems
• Proven experience in supporting Windows 7 (and later versions) and Virtual Desktops (Citrix)
• Proven experience in administering Windows Server 2008/2012
• Proven experience on Microsoft Exchange 2013, Active directory, Terminal services
• In depth understanding of LAN / WAN, DNS, DHCP, VPN, Fortinet firewall, Cisco/HP switches (preferred but not required)
• Exposure to VDI products and platforms
• Experience working with a geographically dispersed virtual team
• Excellent English communication and interpersonal skills
• Strong customer service focus and an ability to analyze and prioritize an issue
• Advanced knowledge of Windows 10 and the ability to configure the Windows environment
  

We believe in recognizing and rewarding your hard work.

Here's a glimpse of what you can expect when you join our team:

Paid Time Off

Maintain a healthy work-life balance
with generous paid time off.

Team Building & Recreation

Connect with colleagues through sports activities, team-building events, and regular social gatherings.

Complimentary Meals & Snacks

Stay energized and focused with free meals, snacks, and drinks throughout your workday.

Competitive Compensation

We offer an attractive salary package
commensurate with your skills and experience.

14th Month Pay

As a token of our appreciation, enjoy a
14th-month bonus upon regularization.

Your well-being is our priority. We provide HMO to ensure you have access to quality healthcare.