ONSITE SUPPORT-Batangas

NTT Philippines Solutions Inc.; Tanauan; Vor Ort; PHP 240.000 - 420.000; Vollzeit

Zusammenfassung

NTT Philippines Solutions Inc. is seeking an Onsite IT Support professional in the Philippines who will handle tickets, install and upgrade operating systems and devices, and coordinate with vendors and client IT teams to restore services promptly.

The role requires a Bachelor's degree in a related field and at least 2 years of on-site IT support experience, with strong knowledge of Windows, Microsoft 365, and basic networking.

Qualifikationen

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering or a related technical field.
• At least 2 years of relevant IT technical support or on-site IT operations experience.
• Knowledgeable in installation, configuration, maintenance, and troubleshooting of laptops, desktops, printers and related IT peripherals.
• Familiar with Windows operating systems, Microsoft 365 applications, and basic software troubleshooting.
• Basic networking knowledge and familiarity with ITSM processes, incident management, ticket documentation, and SLA compliance.

Aufgaben

• Provide onsite technical support for assigned service requests and tickets with SLA/OLA adherence.
• Install, test, configure, and upgrade operating systems, applications, and IT equipment.
• Coordinate with vendors and client IT teams to troubleshoot devices and restore services promptly.
• Maintain complete ticket documentation including troubleshooting steps, evidence, and resolutions.
• Escalate advanced issues to the appropriate client IT team or SME when needed.

Kenntnisse

ITSM processes

ServiceNow

Microsoft 365

Windows troubleshooting

Networking basics

Ausbildung

Bachelor's degree in IT/CS/CE

Tools

ServiceNow

Endpoint Central

Microsoft Intune

Jobbeschreibung

About the role

Provide onsite technical support for assigned Service Requests and tickets. Ensure assigned tickets and service requests are acknowledged, updated, resolved, fulfilled, or properly escalated within the agreed SLA/OLA. Install, test, configure, and upgrade approved operating systems, applications, endpoint devices, and other related IT equipment.

Key responsibilities

• Provide excellent customer service through clear and professional communication, demonstrating empathy, patience, and respect when assisting users
• Install, test, configure, and upgrade approved operating systems, applications, endpoint devices, and other related IT equipment
• Coordinate with vendor to troubleshoot desktops, laptops, tablets, peripherals, and other supported devices, subject to warranties, contracts, and support agreements
• Coordinate directly with client's IT team and other resolver groups to complete assigned activities and restore services promptly
• Maintain complete and accurate ticket documentation, including troubleshooting performed, work completed, supporting evidence, user confirmation, and resolution details
• Support the client's IT-related projects by performing assigned Level 1 tasks including device preparation, installation, deployment assistance, inventory checking, labeling, testing, and onsite coordination
• Escalate activities requiring advanced technical expertise, system-level changes, administrative access, design decisions, or project approval to the designated client's IT Team or subject-matter expert
• Submit required daily, weekly, and monthly operational reports, including the status of weekend tickets and outstanding assignments
• Comply with PMM policies, security requirements, standard operating procedures, and workplace rules
• Attend operational, technical, project, and service-review meetings as required

About you

• Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, Electronics Engineering, or a related technical field
• At least 2 years of relevant experience in IT technical support, desktop support, or on-site IT operations
• Knowledgeable in the installation, configuration, maintenance, and troubleshooting of laptops, desktops, printers, and other IT peripherals
• Familiar with Windows operating systems, Microsoft 365 applications, and basic software troubleshooting
• Basic networking knowledge, including LAN, Wi-Fi, TCP/IP, DNS, DHCP, and network connectivity troubleshooting
• Familiar with IT Service Management (ITSM) processes, including incident management, service requests, ticket documentation, SLA compliance, and proper escalation procedures
• Basic understanding of IT asset management, endpoint security, inventory control, and equipment handling
• Strong analytical, diagnostic, and problem-solving skills, with the ability to follow standard operating procedures
• Excellent customer service, interpersonal, and oral and written communication skills
• Experience in a manufacturing environment and familiarity with ServiceNow, Endpoint Central, or Microsoft Intune are advantages

About us

NTT DATA is a technology services company offering IT career opportunities and real-world impact through technical expertise.