IT Technical Support Analyst

CITADEL Pacific Ltd.; Taguig; On-site; PHP 240,000 - 480,000; Full time

Job summary

CITADEL Pacific Ltd. is seeking an IT Support professional in Metro Manila who will oversee hardware, software, network, and peripherals. The role handles timely service requests, on-site/colocation equipment, and on-call SLA coverage.

Ideal candidates have a degree in IT, 2–3 years of relevant experience, and certifications like CompTIA A+, Cisco, Microsoft, or Linux. Strong communication and independent work ethic are essential for success.

Qualifications

• Bachelor's Degree in Information Technology or equivalent is required.

Responsibilities

• Oversee and maintain computer hardware, software, network and other peripherals.
• Resolve technical issues and respond on service requests in a timely manner.
• Endpoint support (Sophos, Intune, AD, M365, etc)
• Handle onsite/colocation equipment (server rack, structured cabling, etc)
• Provide after office hours' coverage as part of an on-call rotation schedule for SLA support as needed.
• Ability to track and record resolution time in any ticketing system (e.g. ServiceDesk Plus, ServiceNow, etc).
• Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues.
• Ensure that all actions and discussions pertaining to issues escalated are documented.
• Participate in the post-incident review discussion and post-resolution follow-up meetings.
• Assist in developing help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position

Skills

Endpoint support

Independent worker

Excellent communication

Self-starter

Education

Bachelor's Degree in Information Technology or equivalent

Certifications: CompTIA A+, Cisco, Microsoft, Linux

Tools

ServiceDesk Plus

ServiceNow

AD

Intune

M365

Job description

RESPONSIBILITIES

The Employee will:

• Oversee and maintain computer hardware, software, network and other peripherals
• Resolve technical issues and respond on service requests in a timely manner.
• Endpoint support (Sophos, Intune, AD, M365, etc)
• Handle onsite/colocation equipment (server rack, structured cabling, etc)
• Provide after office hours' coverage as part of an on-call rotation schedule for SLA support as needed.
• Ability to track and record resolution time in any ticketing system (e.g. ServiceDesk Plus, ServiceNow, etc).
• Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues.
• Ensure that all actions and discussions pertaining to issues escalated are documented.
• Participate in the post-incident review discussion and post-resolution follow-up meetings.
• Assist in developing help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position

Preferred Qualifications, Capabilities, and Skills

• Bachelor's Degree in Information Technology or equivalent
• Minimum 2-3 years of relevant experience
• Extensive computer hardware and application supportexperience.
• Able to work independently and as a self-starter
• Excellent communications skills – both verbal and written
• Licenses/Certifications:CompTIA A+, Cisco Certification, Microsoft Certification, LinuxCertification preferred

Technical Competencies

• Extensive experience working with differentoperating systems including Windows, Linux andMac OS
• Relevant experience on Cloud Environmentapplication such as M365, CRMs and Azure.
• Experience with advanced LAN/WAN basednetworking and troubleshooting.
• Working knowledge of a range of diagnostic utilities.
• Working experience of ITIL process andimplementation.
• Strong documentation skills.

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About CITADEL Pacific

CITADEL Pacific Ltd. (CPL) is a diversified private holding company with operations in the Philippines, Hong Kong, Macau, the Republic of Palau, the Commonwealth of the Northern Mariana Islands, and the US Territory of Guam.

Our holdings range from controlling stakes in companies engaged in telecommunications, retail, petroleum and gas distribution, commercial, and industrial property, in-flight catering, and manpower services. Recent acquisitions entering Solar and Data Center businesses position CITADEL to future facing and fast-growing industries in renewables energy and digital infrastructure. Our recent acquisitions of Solar and Data Center businesses position CITADEL in future-facing, fast-growing industries within the renewable energy and digital infrastructure sectors.

• We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location.
• Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements.
• Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market.
• Detailed information regarding compensation and benefits will be shared during the hiring process.