Site IT Support Engineer - Desktop & VOIP Specialist

IBEX Global Solutions (Philippines) Inc.

Bohol

On-site

PHP 180,000 - 300,000

Full time

3 days ago

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Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a desktop support specialist to handle user tickets, troubleshoot hardware and software, and support VOIP-enabled call center operations across the region.

The role requires at least 2 years’ desktop support experience, strong knowledge of Windows XP/7, Active Directory and GPOs, and the ability to work graveyard shifts and travel as needed. You will respond through Remedy, analyze trends, and implement long-term fixes with proactive

Qualifications

At least 2 years of desktop support experience or combination of education/certifications and experience.
Experience supporting desktops, laptops, handheld devices and some remote voice/data infrastructure.
Experience working in a large, fast paced, call center environment utilizing VOIP technology.
Advanced knowledge of Windows XP and Windows 7.
Good understanding of Active Directory, GPOs, and software deployment.
Must be a strong team player with a positive attitude and tenacity to complete the mission.
Must be an excellent communicator/facilitator; ability to interface with clients at all levels.
Must be able to effectively partner and build relationships with key internal business clients and supporting staff.
Willingness to travel and be assigned in different locations; willingness to work Graveyard shift, render Overtime and be on-call.

Responsibilities

Receives and responds to workflow requests via the Remedy ticketing system.
Spots problem trends as they emerge.
Reduces overall numbers of problems through root cause analysis and long term fixes.
Performs installation, relocation, troubleshooting, repairs and preventative maintenance of desktop devices and software applications.
Organizes and addresses assigned tickets in priority order.
Drives site level implementations of new pc hardware, application rollouts, and client specific ramp activities as it relates to the desktop.
Supports corporate IT initiatives.
Analyze, evaluate, and prioritize workload of pc techs in your region.
Accountable for all pc support delivery quality for assigned region.
Responsible for IT inventory/asset management for assigned region.
Position requires minimal supervision and is responsible for developing site level SOPs and supporting documentation.