IT Systems Support Engineer | Alabang

Ibex Limited; Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

Ibex Limited in Manila seeks an experienced desktop support professional to manage IT inventory/asset and provide frontline support for desktops, laptops, and handheld devices. You will respond to Remedy tickets, perform installations and troubleshooting, and ensure high-quality PC support across the site.

The role requires familiarity with Windows XP/7, Active Directory and GPOs, and strong communication. Travel to different locations and graveyard/overtime/on-call work may be required.

Qualifications

• 2+ years in desktop support or equivalent.
• A+ certification is an advantage; MCSE 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, GPOs, 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

Responsibilities

• Receives and responds to workflow requests in 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.

Skills

Desktop support

A+ certification

MCSE

VOIP experience

Active Directory

Group Policy

Windows XP/7

Teamwork

Communication

Tools

Remedy ticketing system

Remote VOIP infrastructure

Job description

Overview

Responsible for IT inventory/asset management for assigned region.

Responsibilities

• 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.

Qualifications

• 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