IT Support Engineer

Insurance Support Services International Corporation; Taguig; On-site; PHP 391,000 - 614,000; Full time

Job summary

Insurance Support Services International Corporation seeks an IT Support professional to provide system administration and Level 1/2 support for Manila operations, coordinating with the US IT team to resolve incidents and service requests.

This role covers onsite desktop, network and cloud support, ensuring SLA-compliant incident handling, documentation, and collaboration with vendors and internal teams.

Qualifications

• 3+ years’ experience in Networking Support and Desktop Support in a BPO/call centre environment (preferred but not required).
• Bachelor’s/College Degree in Computer Science/Information Technology or equivalent (preferred but not required).
• Troubleshooting 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, 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 working with a geographically dispersed virtual team.
• Excellent English communication and interpersonal skills.
• Strong customer service focus and an ability to analyse and prioritise an issue.
• Advanced knowledge of Windows 10 and the ability to configure the Windows environment.
• Experience with Microsoft Office 2010, Office365, Google Apps.
• Knowledge of enterprise system monitoring and management tools.
• Willingness to learn new cloud-based technologies.
• Preference will be given to candidates with Microsoft or Network Certification.

Responsibilities

• Provide system administration and Level 1/2 support for Manila and US operations.
• Offer onsite desktop, network and cloud support, resolving incidents within SLA.
• Attend to helpdesk tasks and log actions per incident processes.
• Create and maintain operational documentation.
• Assist in equipment procurement from approved suppliers.
• Record, resolve and escalate incidents across computing environments.
• Support reporting of vendor performance against SLA targets.
• Set up new desks and networking for staff.
• Configure softphones for call centre integration.
• Manage new network/server equipment within change control.
• Monitor network links to US and troubleshoot with local providers.
• Troubleshoot performance in VDI and network.
• Provide overflow support to US teams.
• Follow company policies and maintenance routines.
• Perform Windows desktop maintenance and disk image deployment.
• Handle other tasks as assigned by management.

Skills

Networking Support

Desktop Support

Windows Server Administration

Citrix / VDI

Active Directory

VPN / Fortinet / Switches

English Communication

Customer Service

Troubleshooting

Education

Bachelor’s/College Degree in Computer Science/IT

Tools

Citrix

Acronis

Microsoft Exchange

Job description

JOB RESPONSIBILITIES

Reporting to the Chief Technology Officer, the purpose of this position is to provide system administration and Level 1/2 support to the Manila and US operations with primary responsibility being for Manila. 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.

• Level 1/2 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 specified SLA’s and that all tasks are logged and actioned in accordance with company Incident and Service request processes.
• Taking ownership in the creation and upkeep of appropriate operational documentation.
• Assisting in the procurement process for approved equipment and services from pre-approved suppliers.
• Incident recording, resolution (including remote support), and escalation, across a variety of computing and communications environments
• Provide support to US Service Delivery Manager in reporting vendor and service provider performance against specified SLA’s.
• Setup of new desk for staff including PCs and networking.
• Setup of softphones connecting into call centre system.
• Setup of new network/server equipment in the IT networking room within approved change management process.
• Management and monitoring of network links back to US, working with local provider for troubleshooting.
• Troubleshoot performance issues within both VDI and network.
• Overflow for helpdesk back to US
• Abide by the company policies, rules and procedures
• Perform maintenance for Windows desktops. Updating disk images and deploying to workstations
• Perform other tasks assigned by the management.

JOB QUALIFICATIONS

• 3+ years’ experience in Networking Support and Desktop Support preferably in BPO/call centre environment (preferred but not required)
• Bachelor’s/College Degree in Computer Science/Information Technology or equivalent (preferred but not required)
• Troubleshooting advanced computer hardware and software problems
• Proven experience in supporting Windows 7 (and later versions) and Virtual Desktops (Citrix) (preferred but not required)
• 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 analyse and prioritise an issue.
• Advanced knowledge of Windows 10 and the ability to configure the Windows environment
• Experience with Microsoft Office 2010, Office365, Google Apps
• Experienced with disk-imaging software from Acronis (preferred but not required)
• Knowledge of enterprise system monitoring and management tools
• Self-managed and keeping track of issues
• Can do attitude, team player and extremely good customer service skills
• Willing to learn new cloud-based technologies
• Preference will be given to candidates with Microsoft or Network Certification.