IT Technical Support / Pampanga/ 2 Years Above Experience

Strategic Networks, Inc.; Pampanga; On-site; PHP 334,800 - 502,200; Full time

Job summary

A technology service provider in Pampanga is seeking an IT Support Specialist to manage desktop software and hardware troubleshooting, providing customer support both onsite and remotely. Candidates should have 2+ years of related experience, a strong understanding of IT principles, and excellent communication skills. This role requires a proactive approach to problem resolution and customer service.

Qualifications

• 2+ years of related work experience in IT support.
• Good general understanding of IT principles like networks and hardware.
• Experience in supporting devices such as printers and meeting room equipment.

Responsibilities

• Install, upgrade, support, and troubleshoot desktop software/applications.
• Provide onsite and remote support to customers.
• Accurately record and update requests using the IT service desk system.

Skills

IT support

Troubleshooting

Customer service

Windows and Mac support

Communication

Problem analysis

Job description

Job Description

• Install, upgrade, support, and troubleshoot Windows, Mac, and any other authorized desktop software/applications
• Install, upgrade, support, and troubleshoot end‑user workspace hardware such as desktops, laptops, printers, mobile devices, video and conferencing equipment, and any other authorized peripheral equipment and devices
• Perform general preventative maintenance tasks on devices and software
• Follow and execute hardware moves provided by subject‑matter experts
• Provide onsite and remote support to customer/OEM SMEs for install, upgrade, support, and troubleshooting of devices in the network and compute environment
• Assist users with any logged IT‑related incidents when called upon
• Provide support including carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalates incidents to other support teams where necessary
• Accurately record, update, and document requests using the IT service desk system
• Install and configure new IT equipment
• Maintain a high level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
• Provide technical support/instructions with the ability to communicate effectively with technical and non‑technical colleagues at all levels in the organization
• Be a highly motivated team player with the skills and ability to manage changing priorities
• Develop a sound understanding of IT operations and related applications and IT systems as well as business‑related processes and procedures
• Maintain and consistently demonstrate a good understanding of customer service principles
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes
• Perform root cause analysis and develop checklists for typical problems
• Develop training courses as identified and agreed upon for appropriate development
• Carry out training courses as per customer requirement
• Liaise and develop working relationships with staff and customer‑environment users
• Analyze and resolve incidents and problems using appropriate tools and techniques

Technical Skills

• Good general understanding of IT principles such as networks, hardware, and domains
• Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook
• Good working knowledge of operating systems such as Windows and Mac‑related software and applications
• Experience in end‑user device hardware and software troubleshooting
• Experience in supporting devices such as printers and meeting room equipment
• Knowledge of mobile devices, in particular Blackberry and iPhones
• Experience with building, configuring, replacing, and troubleshooting EUC hardware components
• Awareness of data backup principles
• Familiarity with virtual, MDM, and VPN environments
• Basic knowledge and/or familiarity with devices in network and compute environments
• 2+ years of related work experience
• Good communication skills is a must
• Must be open to supporting other sites
• Residing nearby the work location