IT Technical Support

Strategic Networks, Inc.; Bulacan; On-site; PHP 334,800 - 558,000; Full time

Job summary

A leading IT service provider in the Philippines is seeking an IT Support Specialist to install, upgrade, and troubleshoot Windows and Mac desktop software and hardware. The role involves providing onsite and remote support for end-user devices, ensuring high customer service levels, and performing preventative maintenance tasks. Ideal candidates will have experience with various IT environments and a strong background in troubleshooting.

Qualifications

• Good general understanding of IT principles such as Networks, Hardware, and Domains.
• Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook.
• Good working knowledge of Operating systems such as Windows and Mac related software and applications.
• Good experience in End User device hardware and software troubleshooting.
• Good experience of supporting devices such as Printers and Meeting Room equipment.
• Knowledge of mobile devices, in particular Blackberry and iPhones.
• Experience with building, configuring, replacing and troubleshooting EUC hardware components.
• Familiarity with virtual, MDM and VPN environments.
• Basic knowledge and/or familiarity with devices in Network and Compute environment.

Responsibilities

• Install, upgrade, support and troubleshoot Windows, Mac, and other desktop software.
• Support and troubleshoot End User Workspace hardware including Desktop, Laptops, and Printers.
• Perform general preventative maintenance tasks on devices and software.
• Provide onsite and remote support for device installation and troubleshooting.
• Assist users with IT-related incidents.
• Accurate recording and documentation of requests using the IT service desk system.
• Maintain a high level of customer service.
• Perform root cause analysis and develop checklists for typical problems.

Skills

IT principles understanding

MS Office

Operating systems knowledge

End User device troubleshooting

Printer and Meeting Room support

Mobile devices knowledge

EUC hardware configuration

Data Backup awareness

Virtual, MDM, and VPN familiarity

Basic Network and Compute knowledge

Job description

• Install, upgrade, support and troubleshoot Windows, Mac and any other authorized desktop software/applications.
• Install, upgrade, support and troubleshoot End User Workspace hardware such as Desktop, Laptops, Printers, Mobile Devices, Video and Conferencing Equipment and any other authorized peripheral equipment and devices.
• Perform general preventative maintenance tasks on devices and software.
• To follow and execute hardware moves provided by Subject Matter Experts.
• Provide onsite and remote support to / Customer / OEM SME’s towards Install, upgrade, support and troubleshooting of devices in Network and Compute environment.
• To assist users with any logged IT related incident when called upon.
• To provide support including carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• To accurately record, update and document requests using the IT service desk system.
• To install and configure new IT equipment.
• To maintain a high level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• To provide technical support/instructions skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• To develop sound understanding of IT operations and related applications and IT systems as well as business-related processes and procedures.
• To maintain and consistently demonstrate a good understanding of customer service principles.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes.
• To perform root cause analysis and develop checklists for typical problems.
• To develop training courses as identified and agreed for appropriate development.
• To carry out training courses as per / customer requirement.
• The ability to liaise and develop working relationships with the staff and customer environment users.
• To analyse and resolve incidents and problems using appropriate tools and techniques.

• Good general understanding of IT principles such as Networks, Hardware and Domains
• Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook etc.
• Good working knowledge of Operating system such as Windows and Mac related software and applications
• Good experience in End User device hardware and software troubleshooting
• Good experience of supporting devices such as Printers and Meeting Room equipment
• Knowledge of mobile devices, in particular Blackberry and iPhones
• Experience with building, configuring, replacing and troubleshooting EUC hardware components
• Awareness of Data Backup principles
• Familiarity with virtual, MDM and VPN environments
• Basic knowledge and/or familiarity with devices in Network and Compute environment