IT Support First Level (m/f/d) for Service Desk

Valeo IT; Makati; On-site; PHP 334,800 - 558,000; Full time

Job summary

Valeo IT is seeking an IT Support Specialist in Makati, Philippines. This role involves managing IT requests and providing quality support to end-users in both Mandarin and English. Responsibilities include problem analysis, documenting requests, and ensuring compliance with internal regulations.

The ideal candidate will have experience in Customer Support, a proactive communication style, and strong troubleshooting skills for Office 365 and Windows environments.

Qualifications

• Experience in SD/Customer Support.
• Proactive and open communication.
• Troubleshooting Office 365 issues.
• Experience with Windows Clients (7, 8, 10).
• Understanding of Active Directory.
• Understanding of Azure AD.
• Knowledge of Group Policy.
• Basic knowledge in network management.

Responsibilities

• Manage IT requests and incidents effectively.
• Support end-users via telephone and remote tools.
• Analyze problems and provide initial solutions.
• Ensure proper categorization of incoming requests.
• Document all work and update the knowledge base.
• Ensure compliance with internal regulations.

Skills

Mandarin

English

Proactive communication

Troubleshooting Office 365

Windows Clients (7, 8, 10)

Active Directory

Azure AD

Group Policy

Network management

Job description

Language skills: Mandarin, English

Responsibilities

• Manage Handling IT requests and incidents, including identification, documentation, categorization, and prioritization, as well as providing initial support according to defined procedures to ensure service quality.
• Support the end-user through telephone and remote support tools.
• Analyze from problems and providing initial solutions or workarounds for end-user requests and incidents.
• Capture from requests and incidents in a standardized ITSM platform.
• Ensure the correct categorization and prioritization of incoming requests.
• Forward from tickets to other support groups, when necessary, to ensure resolution.
• Perform from service requests, such as password resets.
• Communicate and Escalate from problems to functional or hierarchical positions as needed.
• Document the work carried out and continuous Update the knowledge base.
• Solve of complaints and escalations, if possible.
• Communicate with other departments and Forward relevant information completely and in a timely manner.
• Compliance of the company's and the customer's internal regulations and work instructions.

Qualifications

• Experience in SD/Customer Support
• Proactive and open communication
• Troubleshooting Office 365
• Windows Clients (7, 8, 10)
• Understanding Active Directory
• Understanding Azure AD
• Understanding Group Policy
• Basic knowledge in network management

German Proficiency

• Erfahrung im SD/Customer Support
• Proaktive und offene Kommunikation
• Fehlerbehebung in Office 365
• Windows-Clients (7, 8, 10)
• Verständnis von Active Directory
• Verständnis von Azure AD
• Verständnis von Gruppenrichtlinien
• Grundlegendes Wissen im Netzwerkmanagement