Onsite IT Support Technician - Philippines

PUBLICIS MANILA, INC.; Manila; On-site; PHP 290,000 - 424,000; Full time

Job summary

Publicis Re:Sources Manila is seeking an IT Helpdesk Specialist to provide first-line technical support to end users across the Publicis Groupe Agencies. The role requires onsite work in Manila from 8am to 5pm, Monday to Friday, and a minimum of 2 years in technical support.

You will troubleshoot desktop, network, and software issues, manage user accounts, and collaborate with regional IT teams on initiatives while maintaining strong customer service and attention to detail.

Qualifications

• Minimum 2 yrs of prior experience in Technical Support.
• Working onsite in the Philippines office 5 days a week from 8am till 5pm.
• Basic to intermediate knowledge of computer hardware fundamentals.
• Ability to repair and replace hardware components.
• Basic to intermediate understanding of various software packages and utilities for diagnostic, repair and technical issues for computer issues.

Responsibilities

• Installation, configuration & maintenance of local infrastructure (i.e. desktop, server, hardware, OS, software, telephony & networking)
• Identify, analyse, troubleshoot & resolve IT incidents & service requests within specified agreed SLA timeframes
• Ensure the correct operational and change management processes and procedures are adhered to at all times
• Manage customer expectation with regular & effective communication and updates.
• Escalate severe incidents to Country IT manager/team lead and/or relevant regional functional lead.
• Provide customer induction & training as and when required
• Perform routine operational & administrative duties (e.g. ID provisioning, access control, back up & restore)
• Assist & support Groupe initiatives/projects and operational matters as and when required.
• Work closely with the Global Solution Centre (and other functional IT teams) on all day-to-day customer support matters.

Skills

Customer service

Communication skills

Problem solving

Attention to detail

Independent and proactive

Tools

ServiceNow

Jamf

LionHunt

File tracker

Job description

Publicis Re:Sources Manila is seeking an IT Helpdesk Specialist to provide first-line technical support to end users across the Publicis Groupe Agencies. The role requires onsite work in Manila from 8am to 5pm, Monday to Friday, and a minimum of 2 years in technical support.

You will troubleshoot desktop, network, and software issues, manage user accounts, and collaborate with regional IT teams on initiatives while maintaining strong customer service and attention to detail.