SR Technical Support / Makati, BGC/Pasig Sites/ 3 years above experience

Strategic Networks, Inc.; Pasig; On-site; PHP 279,000 - 390,600; Full time

Job summary

A leading IT service provider in the Philippines is seeking an IT Support Technician. The role involves installing, upgrading, and troubleshooting various software and hardware, providing support to users, and ensuring a high level of customer service. Candidates should have at least 4 years of relevant experience, strong communication skills, and a willingness to work onsite at multiple locations.

Qualifications

• 4 years of related work experience required.
• Good communication skills are essential.
• Must be willing to work in multiple sites.

Responsibilities

• Install, upgrade, support, and troubleshoot desktop software/applications.
• Perform general preventative maintenance on devices and software.
• Provide onsite and remote support to users.

Skills

IT principles

MS Office

Operating systems

End User device troubleshooting

Customer service

Job description

Responsibilities

• Install, upgrade, support, and troubleshoot Windows, Mac, and any other authorized desktop software/applications
• Install, upgrade, support, and troubleshoot End User Workspace hardware such as Desktops, Laptops, Printers, Mobile Devices, Video and Conferencing Equipment, and any other authorized peripheral equipment and devices
• Perform general preventative maintenance tasks on devices and software
• Follow and execute hardware moves provided by Subject Matter Experts
• Provide onsite and remote support to Customer/OEM SME’s towards install, upgrade, support, and troubleshooting of devices in Network and Compute environment
• Assist users with any logged IT-related incident when called upon
• Provide support including carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalate incidents to other support teams where necessary
• Accurately record, update, and document requests using the IT service desk system
• Install and configure new IT equipment
• Maintain a high level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
• Provide technical support/instructions with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
• Be a highly motivated team player with the skills and ability to manage changing priorities
• Develop a sound understanding of IT operations and related applications and IT systems as well as business-related processes and procedures
• Maintain and consistently demonstrate a good understanding of customer service principles
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes
• Perform root cause analysis and develop checklists for typical problems
• Develop training courses as identified and agreed for appropriate development
• Carry out training courses as per customer requirement
• Liaise and develop working relationships with the staff and customer environment users
• Analyze and resolve incidents and problems using appropriate tools and techniques

Technical Skills

• Good general understanding of IT principles such as Networks, Hardware, and Domains
• Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook
• Good working knowledge of operating systems such as Windows and Mac-related software and applications
• Experience in End User device hardware and software troubleshooting
• Experience in supporting devices such as Printers and Meeting Room equipment
• Knowledge of mobile devices, in particular Blackberry and iPhones
• Experience with building, configuring, replacing, and troubleshooting EUC hardware components
• Awareness of data backup principles
• Familiarity with virtual, MDM, and VPN environments
• Basic knowledge and/or familiarity with devices in Network and Compute environments

Qualifications / Experience

• Managed a team and worked as Shift Lead
• 4 years and above related work experience
• Good communication skills is a MUST
• Must be open to work in 3 sites (Makati, Taguig, Pasig)
• Residing nearby the work location