IT Technical Support

Gratitude Philippines; Manila; On-site; PHP 334,800 - 669,600; Full time

Job summary

A leading IT services company in Manila is seeking an IT Support Specialist to provide first and second-line support to clients. Responsibilities include resolving incidents, communicating progress, and ensuring system performance. The ideal candidate should have 2-4 years of ITSD experience and strong communication skills. A Bachelor's degree or equivalent education is preferred. This role may require flexible hours and immediate joiners are preferred.

Qualifications

• At least 2-4 years of relevant ITSD experience is required.
• One year BPO experience.
• Ability to work flexible hours when needed.

Responsibilities

• Provides first and second-line investigation and diagnosis.
• Resolves and closes incidents/service requests as per procedures.
• Communicates with clients regarding incident progress.

Skills

Communication skills

Problem-solving skills

Attention to detail

Ability to work independently

Education

Bachelor's Degree or at least 2 years in college

Associate Graduate, College Graduate

Job description

DUTIES & RESPONSIBILITIES

Essential Responsibilities and Duties

• Provides First and second-line investigation and diagnosis
• Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Logs relevant incident/service request details per Service desk procedures
• Communicates with client regarding incident progress
• Ensures tickets are always updated until issues are resolved
• Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.
• Resolving technical issues quickly and efficiently
• Installing and configuring necessary software and meeting end-user needs
• Escalating any serious problems to relevant departments and teams
• Ensuring optimal network performance
• Performing system updates, tests, and maintenance to avoid service interruptions
• Monitoring and reporting service desk tickets
• Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems
• Producing user manuals and guidance for end-users
• Creates/maintains documentation on Back Desk
• Special events coverage
• Local network support and/or assists centralized Network team
• Hardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting
• User account creation/deletion and file permissions
• Laptop / Desktop Backup management and maintenance
• Assist all Joiners, Movers and Leavers tasks in the respective site
• Involved in Stock and Asset Management activities and coordinate with Stock Management

Qualifications

• Bachelor\'s Degree or completed at least 2 years in college with no back subjects,
• Associate Graduate, College Graduate
• At least 2-4 years of relevant ITSD experience is required
• One year BPO experience
• Experience in resolving tickets
• Ability to work independently and take initiative
• Strong communication skills, both written and oral
• Maintains strong attention to detail in high-pressure situations
• Willingness to work flexible hours when needed
• Immediate joiners are preferred
• Updated resume is required
• Current and former employees of TCS should be rejected
• Must not be a job hopper who only stays less than a year per company