IT Systems Support Engineer

ibex; Tagbilaran; On-site; PHP 201,000 - 357,000; Full time

Job summary

ibex in the Philippines seeks an experienced Desktop Support Specialist to manage trouble tickets, install and maintain desktop devices, and support VOIP infrastructure across site locations. The role emphasizes timely ticket handling, root-cause analysis, and regional workload prioritization.

The candidate will drive hardware rollouts, document SOPs, and collaborate with IT teams to ensure high-quality desktop support and asset management across assigned sites.

Qualifications

• At least 2 years of desktop support experience.
• A+ certification is an advantage; MCDST desired; MCSE highly desirable.
• Experience supporting desktops, laptops, handheld devices and some remote VOIP infrastructure.
• Experience working in a large, fast paced call center environment utilizing VOIP technology.
• Must be able to work Graveyard shift, render Overtime and be on-call.
• Willing to travel and be assigned in different locations.

Responsibilities

• Receives and responds to workflow requests in the form of trouble tickets through the Remedy ticketing system.
• Spots problem trends as they emerge and reduces problems through root cause analysis and long term fixes.
• Performs installation, relocation, troubleshooting, repairs and preventative maintenance of desktop devices and software.
• Organizes and addresses assigned tickets in priority order.
• Drives site level implementations of new PC hardware, application rollouts, and client-specific ramp activities.
• Supports corporate IT at the site to address voice and data infrastructure issues.
• Analyze, evaluate, and prioritize workload of PC techs in the region.
• Accountable for all PC support delivery quality for the region.
• Responsible for IT inventory/asset management for the region.
• Develops site level SOPs and supporting documentation.

Skills

Troubleshooting

Customer service

Communication

Team collaboration

Overtime willingness

Education

A+ certification

MCDST

MCSE desirable

Tools

Remedy ticketing system

Active Directory

Remote desktop support

Job description

Receives and responds to workflow requests in the form of trouble tickets through the Remedy ticketing system.

• Spots problem trends as they emerge. Reduces overall numbers of problems through effective root cause analysis and long term fixes.
• Performs installation, relocation, troubleshooting, repairs and preventative maintenance of desktop devices and software applications.
• Organizes and addresses assigned tickets in appropriate priority order.
• Drives site level implementations of new pc hardware, application rollouts, and client specific ramp activities as it relates to the desktop.
• Supports corporate I.T. as “the hands” at the site to address issues with voice and data infrastructure.
• Analyze, evaluate, and prioritize workload of pc techs in your region.
• Accountable for all pc support delivery quality for assigned region.
• Responsible for IT inventory/asset management for assigned region.
• Position requires minimal supervision and is responsible for developing site level standard operating procedures and supporting documentation.

Receives and responds to workflow requests in the form of trouble tickets through the Remedy ticketing system.

• Spots problem trends as they emerge. Reduces overall numbers of problems through effective root cause analysis and long term fixes.
• Performs installation, relocation, troubleshooting, repairs and preventative maintenance of desktop devices and software applications.
• Organizes and addresses assigned tickets in appropriate priority order.
• Drives site level implementations of new pc hardware, application rollouts, and client specific ramp activities as it relates to the desktop.
• Supports corporate I.T. as “the hands” at the site to address issues with voice and data infrastructure.
• Analyze, evaluate, and prioritize workload of pc techs in your region.
• Accountable for all pc support delivery quality for assigned region.
• Responsible for IT inventory/asset management for assigned region.
• Position requires minimal supervision and is responsible for developing site level standard operating procedures and supporting documentation.

At least 2 years of desktop support experience or combination of education/certifications and experience.

• A+ certification is an advantage; MCDST desired; current MCSE highly desirable.
• Experience supporting desktops, laptops, handheld devices and some remote voice/data infrastructure.
• Experience working in a large, fast paced, call center environment utilizing VOIP technology.
• Advance knowledge of Windows XP and Windows 7.
• Good understanding of Active Directory, GPO’s, and software deployment.
• Must be a strong team player with a positive attitude and tenacity to complete the mission.
• Must be an excellent communicator/facilitator; ability to interface with clients at all levels.
• Must be able to effectively partner and build relationships with key internal business clients and supporting staff.
• Uses consensus approach to drive site wide changes and initiatives.
• Highly proactive; addresses site level issues with appropriate sense of urgency.
• Applicant must be willing to travel and be assigned in different locations
• Applicant must be willing to work on Graveyard shift, render Overtime and be on-call