IT Technical Support - Fieldwork - CEBU

Strategic Networks, Inc.; Cebu City; On-site; PHP 240,000 - 300,000; Full time

Job summary

Strategic Networks, Inc. in Cebu City is seeking an IT Support Specialist to provide end-user hardware and software assistance, including on-site repairs for remote users.

The role requires handling incidents, managing SLA commitments, and keeping ticketing updates current. The candidate should be proficient with Windows and non-Windows environments and capable of analyzing requests to improve processes while ensuring systems run smoothly.

Qualifications

• Experience providing desktop and laptop support for end users.
• Strong knowledge of Windows operating systems and non-Windows environments.
• Ability to perform on-site repairs for remote users.
• Experience supporting hardware, software, LAN components and peripherals.
• Ability to configure systems and resolve desktop problems.
• Familiar with establishing SLAs and tracking ticket resolution.
• Experience using remote access tools to assist users.
• Provide timely updates to tickets and maintain status in the system.
• Analyze requests/incidents to suggest process improvements and ensure compliance.
• Monitor and repair IT/office equipment to keep systems running smoothly.

Responsibilities

• Provide incident and request management support to 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.

Skills

End user support

Windows OS

Remote support

Hardware troubleshooting

Network basics

SLA compliance

On-site repair

Remote access tools

Troubleshooting process

Tools

IT ticketing system

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.