SPECIALIST II, END USER COMPUTING

Qualfon; Mexico; On-site; PHP 180,000 - 300,000; Full time

Job summary

Qualfon is seeking an IT Desktop Support Specialist to ensure maximum desktop availability and perform preventive maintenance. You will monitor desktops, update software, and maintain an accurate inventory while escalating advanced issues to the Supervisor and NOC as needed.

The role emphasizes security policy compliance, timely handling of internal requests, and coaching junior staff. On-site duties in Pampanga are common.

Qualifications

• Tech/IT degree required.
• At least 1 year of IT/desktop support experience.
• Ability to document and report data clearly.
• Strong problem solving and analytical skills.
• Effective communication across teams.

Responsibilities

• Maintain maximum access/availability for all desktops.
• Perform daily monitoring and preventive maintenance for desktop performance.
• Submit real time reports to Supervisor for busted/damaged equipment.
• Install/update software/tools required by all departments with proper approvals.
• Ensure security policies and procedures are applied to all desktop equipment.

Skills

Tech/IT knowledge

Documentation & reporting

Problem solving

Analytical & logical thinking

Communication

Education

Tech/IT degree

Job description

Main Objectives and Duties

• Maximum access/availability for all desktops
• Maintains daily monitoring and preventive maintenance to maintain desktop performance
• Performs daily inventory for all IT Equipment
• Submits real time report to Supervisor for all busted/damaged equipment
• All Software/tools needed by all department are installed and updated
• Informs Technical Support Supervisor before installing any software
• Follows work instructions on installing software, drivers, tools
• Updates Software inventory file
• All legitimate internal Customer requests are catered on a timely manner
• Monitors and updates Helpdesk Request in real time and provide proactive approach on catering client requests
• Escalates advance desktop issues to next level if needed
• All security policies and procedures are being applied to all Desktop equipment
• Performs weekly evaluation/inventory on desktop equipment
• Follows work instructions on applying security policies and procedures
• Maximum access to network connectivity for all Desktop equipment
• Coordinates in a timely manner to Technical Support Supervisor and NOC Team for any network abnormalities
• Ensures all equipment are physically, properly connected and configured
• Monitoring of all downtime issues and report immediately to all appropriate personnel
• Monitors Skype Official Chat Groups for any issues
• Monitors emails for any issues
• Follows IT escalation procedures
• Provision of training/coaching to Technical Support II
• Provides coaching/training to Technical Support II when needed
• Next level of escalation for Level 2 tech support
• Assist clients on high/moderate level IT Concerns

Qualifications

• Tech/IT degree
• At least 1 year of experience
• Documentation and Reports Knowledge of appropriate data/information to be collected, reported, and monitored. Ability to extract, compile, assimilate, organize, and store in printed and electronic form such data/information required for reporting and monitoring purposes.
• Problem Solving Ability to identify problems, determine possible solutions, and actively work to resolve the issues using various problem solving tools and techniques.
• Analytical & Logical Thinking Ability to identify and assess relevant information, issues, and concerns; relate and compare data from different sources, and identify alternative actions. Ability to approach a problem or situation using a logical, systematic, methodical or sequential approach. Information Technology
• Ability to understand and apply the IT processes and tools (hardware and software systems) used to develop systems supporting the effective flow and use of information as a strategic company resource.
• Communication Knowledge and skill to transmit and receive information to/from individuals or groups through various channels and media, in a clear way, to understand and be understood.