Systems Support Analyst

Dynata; Cebu City; Hybrid; PHP 240,000 - 420,000; Full time

Job summary

Dynata is seeking an IT Support professional to assist Cebu Office end users and APAC offices. You will troubleshoot hardware, software, networking, and related technologies, providing onsite and remote support with a willingness to work outside standard hours.

You may handle 1st line tickets and assist with training and documentation. Responsibilities include asset management, user account administration, and end-user training on basic tools, including conferencing systems.

Qualifications

• Experience IT support in corporate environment.
• Bachelor's degree in computer science or related field or technical certifications.
• 2+ years of desktop support experience.
• Proficiency with Microsoft 365 suite (Word, Excel, PowerPoint) and Windows/macOS environments.

Responsibilities

• Provide IT Support to Cebu Office End users.
• Evaluate, prioritize and respond to requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Provide onsite and remote support for Cebu and APAC remote offices to ensure maximum up time. This will require work outside of standard office hours.
• Provide on‑call emergency service as required and maintain communication with the department manager while in the field.
• Provide support to our Business Operations and Call Center Operations.
• Flexible in working on site, remote support to employees and able to lift 50 LBS or less.
• Resolve computer, networking, printing, hardware and software related issues through in‑depth troubleshooting and technical assistance.
• Log and track requests using help desk software in order to maintain history and related problem documentation.
• Handle problem recognition, research, isolation, resolution and follow‑up, and refer more complex problems to technical staff while maintaining ownership of the issue.
• Install, document, take inventory, maintain, and troubleshoot all Cebu information technology assets.
• Maintain records/logs of repairs, fixes, maintenance schedules, expenses, and training.
• Create and delete user accounts, enforce security and compliance rules to employees and non‑employees regarding passwords and access to computer systems.
• Provide installation support including training and education of end user on basic tool set including telephones, laptops, video conferencing, and conference rooms/bridges etc.
• Analyze and assign 1st line Help Desk tickets to the Help Desk group. Provide feedback and training as required to ensure their ability to effectively resolve the 1st line tickets and requests from the Cebu users. (15%)
• Handle additional responsibilities or special projects as required. (15%)

Job description

• Provide IT Support to Cebu Office End users


• Evaluate, prioritize and respond to requests for assistance from users experiencing problems with hardware, software, networking, and other computer‑related technologies.


• Provide onsite and remote support for Cebu and APAC remote offices to ensure maximum up time. This will require work outside of standard office hours.


• Provide on‑call emergency service as required and maintain communication with the department manager while in the field.


• Provide support to our Business Operations and Call Center Operations.


• Flexible in working on site, remote support to employees and able to lift 50 LBS or less.


• Resolve computer, networking, printing, hardware and software related issues through in‑depth troubleshooting and technical assistance.


• Log and track requests using help desk software in order to maintain history and related problem documentation.


• Handle problem recognition, research, isolation, resolution and follow‑up, and refer more complex problems to technical staff while maintaining ownership of the issue.


• Install, document, take inventory, maintain, and troubleshoot all Cebu information technology assets.


• Maintain records/logs of repairs, fixes, maintenance schedules, expenses, and training.


• Create and delete user accounts, enforce security and compliance rules to employees and non‑employees regarding passwords and access to computer systems.


• Provide installation support including training and education of end user on basic tool set including telephones, laptops, video conferencing, and conference rooms/bridges etc.


• Analyze and assign 1st line Help Desk tickets to the Help Desk group. Provide feedback and training as required to ensure their ability to effectively resolve the 1st line tickets and requests from the Cebu users. (15%)


• Handle additional responsibilities or special projects as required. (15%)

Responsibilities

• Provide IT Support to Cebu Office End users


• Evaluate, prioritize and respond to requests for assistance from users experiencing problems with hardware, software, networking, and other computer‑related technologies.


• Provide onsite and remote support for Cebu and APAC remote offices to ensure maximum up time. This will require work outside of standard office hours.


• Provide on‑call emergency service as required and maintain communication with the department manager while in the field.


• Provide support to our Business Operations and Call Center Operations.


• Flexible in working on site, remote support to employees and able to lift 50 LBS or less.


• Resolve computer, networking, printing, hardware and software related issues through in‑depth troubleshooting and technical assistance.


• Log and track requests using help desk software in order to maintain history and related problem documentation.


• Handle problem recognition, research, isolation, resolution and follow‑up, and refer more complex problems to technical staff while maintaining ownership of the issue.


• Install, document, take inventory, maintain, and troubleshoot all Cebu information technology assets.


• Maintain records/logs of repairs, fixes, maintenance schedules, expenses, and training.


• Create and delete user accounts, enforce security and compliance rules to employees and non‑employees regarding passwords and access to computer systems.


• Provide installation support including training and education of end user on basic tool set including telephones, laptops, video conferencing, and conference rooms/bridges etc.


• Analyze and assign 1st line Help Desk tickets to the Help Desk group. Provide feedback and training as required to ensure their ability to effectively resolve the 1st line tickets and requests from the Cebu users. (15%)


• Handle additional responsibilities or special projects as required. (15%)

Skills And Attributes

• Expert Proficiency in Microsoft365, Word, Excel, and PowerPoint.


• Understanding of the Windows 10, Windows 11 and MacOS.


• Basic understanding of computer networking.


• Proven understanding of computer operations and troubleshooting for desktop, laptop, and MAC hardware.


• Experience with PC imaging software, Microsoft Intune Autopilot, virus protection, computer security and inventory software.


• Certifications (A+, MCP, Network+ Certification) are a plus.


• Exposure to Microsoft Intune, LANDDESK Or other Management software a plus


• Must be able to lift and move computers and monitors and equipment.


• Previous exposure to call center technologies and processes.

Education And Experience

• Bachelor's degree in computer science or related field or technical certifications.


• 2+ year experience in desktop support