IT Technical Support

Strategic Networks, Inc.; Isabela; On-site; PHP 300,000 - 540,000; Full time

Job summary

Strategic Networks, Inc. is seeking an IT Helpdesk/Support professional to provide incident and request management support for end-user devices across desktop, laptop, monitor, VPN, printers, and scanners.

You will diagnose hardware and software issues, apply solutions, and perform on-site repairs for remote users as needed. You will also supervise ticketing workflows, maintain SLA-driven response times, and collaborate with project leads to improve processes and overall customer experience.

Qualifications

• Experience in Windows & non-Windows operating environments.
• Provide incident and request management support to end user devices.
• On-site repair for remote users when needed.
• Handle hardware, software, and peripheral support for end users.

Responsibilities

• Provide incident and request management support for end user devices (desktop, laptop, monitor, VPN, printers, scanner).
• Manage and resolve tickets ensuring timely updates in the ticketing tools.
• Collaborate with stakeholders to identify process improvements and compliance issues.
• Monitor and repair IT/office equipment and ensure software systems run smoothly.
• Test products and provide input on quality and requirements with project leads.

Skills

End user support

Remote access tools

Ticketing system

SLA management

Windows & non-Windows OS

Tools

Ticketing system

Remote access tools

LAN components

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.