IT Technical Support - Fieldwork - CAGAYAN DE ORO

Strategic Networks, Inc.; Cagayan de Oro; On-site; PHP 240,000 - 420,000; Full time

Job summary

Strategic Networks, Inc. is seeking an IT desktop support professional to provide incident and request management for end-user devices across Windows and non-Windows environments.

The role includes on-site repairs for remote users, hardware and software support for desktops, laptops, and peripherals, and maintaining SLA commitments while updating ticketing tools. Strong focus on process improvements and timely resolutions.

Qualifications

• Experience providing incident and request management for end users.
• Ability to support Windows and non-Windows OS environments.
• Perform on-site repairs for remote users when needed.
• Provide hardware and software support for desktops, laptops, and peripherals.
• Work with LAN components and network devices.
• Analyze and reconfigure systems as required.
• Help establish and monitor service-level agreements.
• Document updates in ticketing systems and drive timely resolutions.
• Suggest process improvements and ensure compliance.

Responsibilities

• Provide incident and request management support for end-user devices.
• Troubleshoot hardware and software across Windows and non-Windows environments.
• Perform on-site repairs for remote users.
• Manage the ticketing system and ensure timely resolutions.
• Suggest process improvements based on incidents and requests.
• Monitor and repair IT/office equipment to ensure smooth operation.

Skills

End-user support

Windows & non-Windows

Hardware repair

Software support

Remote support

Ticketing systems

SLA management

Remote access tools

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.