IT Systems Support Engineer | Alabang

ibex; Philippines; On-site; PHP 240,000 - 420,000; Full time

Job summary

ibex in the Philippines seeks an experienced IT Desktop Support professional to manage regional desktop support, perform installations and maintenance, and drive site-level hardware deployments. You will handle Remedy tickets, coordinate VOIP and data infrastructure, and ensure timely, quality support across multiple sites.

The role requires strong communication, AD/GPO expertise, and availability for travel, graveyard shifts, and on-call duties.

Qualifications

• At least 2 years of desktop support experience.
• Experience with desktops, laptops, handheld devices and remote VOIP infrastructure.
• Proficiency with Windows XP and Windows 7.
• Strong communication and client-facing skills.
• Willing to travel and work graveyard/on-call shifts.

Responsibilities

• Respond to workflow requests via Remedy ticketing system.
• Perform installation, relocation, troubleshooting, repairs and preventive maintenance of desktop devices.
• Manage ticket queue in priority order.
• Lead site-level hardware rollouts and ramp activities.
• Provide on-site IT support for voice and data infrastructure.
• Prioritize workloads and ensure quality of PC support delivery.
• Develop site-level SOPs and supporting documentation.
• Travel to different locations as required.
• Work graveyard shift and be on-call as needed.

Skills

Desktop support

Active Directory

GPOs

VOIP

Remote support

Customer communication

Education

A+ certification

MCDST

MCSE

Tools

Remedy ticketing system

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