Senior IT Operations Officer

Private Advertiser; Taguig; Sur place; PHP 700 000 - 1 000 000; Plein temps

Résumé du poste

Private Advertiser in the Philippines is seeking a Senior IT Operations Officer to serve as the primary contact for day-to-day technical support, handling hardware, software, and system concerns. This role focuses on efficient issue resolution and high customer satisfaction.

You will lead Level II/III incidents, oversee workstation deployments, AD/Exchange, M365, and telephony, and ensure adherence to ITIL practices. Onsite mornings in Taguig with a full-time schedule.

Qualifications

• Bachelor's degree in IT, CS, or related field required.
• Minimum five years' IT support/IT operations experience.
• Onsite work in Taguig; morning shift.
• Strong communication and stakeholder management.
• Familiarity with Windows, M365, AD, Exchange.

Responsabilités

• Provide advanced Level II/III technical support for incidents and requests.
• Lead troubleshooting for hardware, software, and network issues.
• Manage workstation deployments and user accounts.
• Maintain documentation of support activities and solutions.
• Support ICT operations with asset management and system updates.
• Coordinate onboarding and offboarding activities.
• Promote IT support best practices and knowledge sharing.
• Monitor trends and improve service delivery.
• Contribute to a stable, secure ICT environment.

Connaissances

IT support

Leadership

Customer service

Communication

Time management

Formation

Bachelor's degree in IT/CS

Certificate III/IV IT

Outils

ITSM platforms

Active Directory

Microsoft Exchange

Mobile device management

Windows OS

Microsoft 365

Telephony systems

Networking basics

Description du poste

The Senior IT Operations Officer serves as the primary point of contact for day-to-day technical support, assisting users with hardware, software, and system-related concerns. The role is responsible for resolving issues efficiently, managing service requests, and escalating advanced technical problems when necessary. This position helps ensure seamless technology operations and high levels of customer satisfaction.

Key Responsibilities

• Provide advanced technical support for Level II and III incidents and service requests.
• Lead troubleshooting efforts for complex hardware, software, and network-related issues.
• Manage workstation deployments, user account administration, and device configurations.
• Ensure adherence to service standards and escalation procedures.
• Maintain comprehensive documentation of support activities and technical solutions.
• Support ICT operations through asset management, system updates, and technology rollouts.
• Coordinate onboarding and offboarding activities to ensure seamless user transitions.
• Promote best practices in IT support, customer service, and knowledge management.
• Monitor support trends and recommend improvements to enhance service delivery.
• Contribute to maintaining a stable, secure, and efficient ICT environment.

Key Selection Criteria

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• Minimum of five (5) years' relevant experience in IT support, service desk, or IT operations.
• Demonstrated leadership or team supervisory experience.
• Strong working knowledge of Windows operating systems, Microsoft 365, telephony systems, and basic networking concepts.
• Formal IT qualification (e.g., Certificate III, Certificate IV in Information Technology, or equivalent) is highly regarded.
• Experience using IT Service Management (ITSM) platforms.
• Exposure to Active Directory, Microsoft Exchange, and mobile device management and support.
• Understanding of ITIL principles and customer service best practices.
• Proven experience supporting business applications and end-user hardware, including printers, scanners, and telephony devices.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong organizational, planning, and time management abilities.
• Self-motivated with a commitment to continuous learning and professional development.
• Willing to work onsite in BGC, Taguig.
• Willing to work on a full-time onsite arrangement.
• Willing to work a morning shift (7:00 AM - 4:00 PM).
• Available to commence employment as soon as possible.