IT Technical Support

eTeam Workforce Private Corporation Philippines; Makati; On-site; PHP 279,000 - 390,600; Full time

Job summary

A technology support firm in Metro Manila is seeking a Technical Support Specialist to assist users across MacOS and Chrome OS platforms. The role requires expertise in troubleshooting, excellent customer service skills, and familiarity with various IT tools. Responsibilities include creating documentation and collaborating with teams to enhance efficiency. Join a dynamic environment focused on continuous improvement.

Qualifications

• Support all levels of users across hardware and software platforms.
• Resolve incidents and Service Requests based on best practices.
• Experience in ITIL principles and understanding service vendors.

Responsibilities

• Create detailed documentation for SAA tools and applications.
• Gather and document customer feedback for improvements.
• Collaborate with IT Operations and internal teams.

Skills

Technical support expertise on MacOS and Chrome OS

Knowledge of Jira Service Desk

Basic knowledge of standard IT Infrastructure Configurations

Strong Customer Service Skills

Demonstrable troubleshooting methodologies

Excellent communication skills

Tools

Google for Business

Atlassian

Okta

Jamf

Slack

Job description

Responsibilities

• Support amazing day-to-day across our hardware and software platforms for incredibly seasoned to novice level users and everything in between.
• Resolve incidents and Service Requests based upon standard company best practices, utilizing our internal knowledge where and when needed.
• Support the company's SaaS tools, compliance practices, and on and off-boarding processes.
• Learn, document, train, and support new applications and IT procedures, always keen on opportunities to refine and increase efficiency.
• Create detailed and impactful documentation for your peers and our internal user base.
• Be the voice of the customer. Gather and document feedback to identify common issues and areas for continuous improvement.
• Collaborate with your colleagues in IT Operations and with all teams within and our BPO partners.

What We Look For In You

• Technical support expertise on MacOS and Chrome OS, along with Google Suite, including Google Admin, and ideally in support of 2FA methodologies.
• Knowledge of Jira Service Desk or similar ticketing system.
• Basic knowledge of standard IT Infrastructure Configurations
• Administration experience with Google for Business, Atlassian, Okta, Jamf, and Slack.
• Demonstrable troubleshooting methodologies and root cause analysis.
• Excellent communication and time management skills.
• Understanding of ITIL Principles
• Experience working with service vendors.
• Strong Customer Service Skills.

Nice To Haves

• Understanding of agile principles.
• Scripting and automation experience.
• Experience working in a remote-first environment.