Mid-Level Technical Support Analyst

Computer Aid; Manila; Híbrido; PHP 420.000 - 660.000; Jornada completa

Descripción de la vacante

Computer Aid is seeking a Mid-Level Technical Support Analyst to provide end-user support and assist in IT Service Operations. The role is full-time and onsite in Ermita, Manila, Philippines.

You will handle incident management, desktop and asset support, onboarding/offboarding, and infrastructure tasks, while maintaining accurate documentation and contributing to service improvements. The ideal candidate has experience with end-user computing, ITSM platforms (Freshservice), and Microsoft 365,

Formación

• Experience providing end-user IT support.
• Familiarity with ITSM processes and service desks.
• Ability to document issues and resolutions clearly.

Responsabilidades

• Provide first-level IT support for incidents and service requests.
• Assist with hardware, software, OS, printing, connectivity issues.
• Manage onboarding/offboarding and asset tracking.
• Support asset management, and inventory documentation.
• Assist in infrastructure and endpoint maintenance.
• Document support activities and generate reports.

Conocimientos

End-user support

Incident management

ITSM

Freshservice

Desktop support

Asset management

Documentation

Communication

Herramientas

Freshservice ITSM

Microsoft 365

Descripción del empleo

Mid-Level Technical Support Analyst

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

We are looking for a motivated Mid-Level Technical Support Analyst ready to take us to the next level! If you have experience in providing end-user support services and assist in the day-to-day operations of the IT Service Operations team, and are looking for your next career move.

Job Description

We are seeking an experienced Mid-Level Technical Support Analyst to provide end-user support services and assist in the day-to-day operations of the IT Service Operations team. This position will be full-time and onsite in Ermita, Manila.

What You'll Do

Service Desk and End-User Support

• Provide first-level technical support for incidents and service requests
• Assist users with hardware, software, operating system, printing, connectivity, and productivity tool issues
• Perform initial troubleshooting and resolution of reported incidents
• Escalate unresolved issues to designated internal IT personnel or third-party vendors as appropriate
• Provide technical support for meeting room and collaboration technologies, including conference room equipment, video conferencing systems, projectors, displays, audio devices, and related peripherals
• Utilize AMI's Freshservice ITSM platform for ticket logging, incident management, service request processing, work tracking, escalation management, knowledge base updates, and service reporting
• Ensure all support activities are properly documented and updated within Freshservice in accordance with AMI's IT Service Management processes and service level agreements (SLAs)

Desktop and Laptop Support

• Install, configure, deploy, and support desktop and laptop computer
• Install and configure approved operating systems and standard software packages
• Perform hardware diagnostics and troubleshooting
• Coordinate repair activities and warranty claims with authorized service providers
• Perform preventive maintenance and health checks of desktops, laptops, peripherals, and related end-user computing devices
• Support the deployment and replacement of end-user computing devices

User Onboarding and Offboarding

• Prepare and configure workstations for newly hired employees
• Deploy IT equipment and peripherals
• Retrieve company-issued IT assets from separated employees
• Ensure adherence to established asset issuance and accountability procedures

Asset Management

• Perform asset tagging of IT devices
• Maintain inventory records and asset movement documentation
• Conduct periodic physical inventory verification
• Track warranty information, repairs, and replacements
• Assist in asset retirement and disposal activities

Infrastructure and Endpoint Support

• Perform first-level troubleshooting of LAN, Wi-Fi, printer, and endpoint-related issues
• Support workstation security and endpoint compliance initiatives
• Assist in software deployment, patch management, and endpoint maintenance activities
• Escalate infrastructure-related issues to designated AMI technical teams

Telecommunications Support

• Provisioning, assignment, and maintenance of PABX local extensions, including creation, modification, transfer, and deactivation of telephone extensions
• Installation, setup, relocation, testing, and troubleshooting of desk phones, IP phones, and associated telecommunications equipment
• Configuration, deployment, and replacement of company-issued mobile phones and communication devices
• Installation and configuration of required business applications, email, Microsoft 365 services, security controls, and approved mobile device management solutions on corporate mobile devices
• Initial troubleshooting and incident resolution for voice, mobile, internet, and telecommunications-related issues, including coordination and escalation with service providers when necessary

Documentation and Reporting

• Maintain accurate service desk ticket updates and documentation
• Record troubleshooting activities and resolutions
• Prepare periodic operational reports and service summaries
• Maintain and update support procedures and knowledge base documentation

Other Support Services

• Provide reasonable assistance and support for other IT-related operational activities not specifically identified in this Scope of Services, provided such activities are related to end-user computing, service desk operations, telecommunications support, asset management, collaboration technologies, workplace technology services, and other IT functions