It Technical Support

Strategic Networks, Inc.; Ilocos Norte; On-site; PHP 240,000 - 360,000; Full time

Job summary

Strategic Networks, Inc. is seeking an IT support specialist to provide incident management and end-user assistance for desktop/laptop devices, printers, VPN, and peripherals. The role includes on-site repairs for remote users, SLA establishment, and timely ticketing updates.

You will work with Windows and non-Windows environments, perform hardware diagnostics, and collaborate with QA teams on test plans and product improvements. This on-site position offers growth in a busy tech environment.

Qualifications

• Experience providing end-user IT support across hardware and software.
• Familiarity with Windows and non-Windows operating environments.
• Ability to analyze and resolve desktop issues quickly.

Responsibilities

• Provide incident and request management support to all end user devices (Desktop, Laptop, Monitor, VPN, Printers, Scanner).
• Support end users with hardware and software, LAN components and peripherals.
• Recommend and apply solutions, including on-site repair for remote users.
• Establish end user service level agreements.
• Carry out on-site analysis and resolution of difficult desktop problems.
• Supervise complaint ticketing system and ensure timely resolution of all work orders.
• Provide status updates to ticketing tools in a timely manner.
• Analyze completed end user device requests and incidents to identify process improvements and compliance issues.
• Monitor and repair IT/office equipment and ensure software systems run smoothly.
• Demonstrate ability to provide user support via remote access tools.
• Determine system reconfiguration needs.
• Test current products and identify deficiencies based on business requirements.
• Coordinate with project leads for requirements analysis, development of test plans, and regression tests.
• Plan, estimate and prioritize test activities.

Skills

Incident management

Windows OS

Remote support

On-site repair

Hardware troubleshooting

Tools

Ticketing system

Remote desktop tools

LAN troubleshooting

Job description

• Provide incident and request management support to all end user devices. (Desktop, Laptop, Monitor, VPN, Printers, Scanner).
• Experience in Windows & non-Windows Operating environment
• Recommend and apply solutions, including on-site repair for remote users
• Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
• Determine and execute system reconfiguration needs.
• Establish end user service level agreements.
• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
• Supervise complaint ticketing system and follow timely resolution of all work orders.
• Demonstrated ability to provide user support by means of remote access tools.
• Provide status update to the ticketing tools in a timely manner.
• Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
• Monitor and repair all IT / office equipment and tools and make sure that all software systems are running smoothly.

QA Task

• Test current products and identifying deficiencies based on the Business requirement, document on records, and at the same time provide local experience input based on experience.
• Investigate product quality to make improvements to achieve better commercial satisfaction.
• Work closely with the Project Leads for requirements analysis, development of test plans, test cases, regression, and smoke tests.
• Work with Stakeholders to coordinate release priorities and schedules.
• Plan, estimate and prioritize test activities.
• Monitor bug resolution efforts and track successes.
• Provides accurate time estimates and valuable input to team scrums, sprint plan etc.
• Participate in product design, and review to provide input on functional requirements, product designs or potential problems.
• Execute test cases (manual & automated) and analyze results.
• Provides solutions that help excellent customer experience.
• Testing can be functional or non-functional including System, Integration, Device compatibility and automation.
• Maintain a high level of program and service knowledge to provide the best value-based solution to the customer.
• Take full responsibility and the required action for the assigned tasks.
• Meet and adhere to attendance requirements based on Service Level Agreement
• Meet and exceeds KPI targets set by the client.
• Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.