IT Technical Support - Fieldwork - BULACAN

Strategic Networks, Inc.; Bulacan; On-site; PHP 260,000 - 420,000; Full time

Job summary

Strategic Networks, Inc. in the Philippines is seeking an IT support specialist to provide incident and request management for end-user devices including desktops, laptops, monitors, VPNs, printers, and scanners.

You will resolve hardware and software issues across Windows and non-Windows environments, perform on-site repairs for remote users, and ensure timely ticket updates and adherence to SLAs. The role also involves analyzing requests, proposing process improvements, and monitoring IT

Responsibilities

• Provide incident and request management support for end-user devices (Desktop, Laptop, Monitor, VPN, Printers, Scanner).
• Experience in Windows & non-Windows Operating environments.
• Recommend and apply solutions, including on-site repair for remote users.
• Provide support to end users relating to hardware and software, 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.

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.