Technical Staff (FEI)

Rex Education; Quezon City; On-site; PHP 335,000 - 614,000; Full time

Job summary

Rex Education is seeking an IT Support Technician to deliver prompt technical assistance to customers and internal users. The role focuses on diagnosing, resolving, and escalating hardware and software issues to ensure minimal disruption and optimal IT service functionality.

The incumbent will repair, maintain, and upgrade hardware, troubleshoot problems, and provide end-user assistance while adhering to Service Desk processes for escalation when needed.

Qualifications

• Provide end-user hardware and software support.
• Diagnose and resolve technical issues with IT systems.
• Assist users with IT service requests and incidents.

Responsibilities

• Repair, maintain, and upgrade hardware and equipment to ensure workstation performance.
• Troubleshoot issues in a timely and accurate fashion and provide end-user assistance.
• Escalate unresolved problems to 2nd or 3rd level as per Service Desk processes.
• Manage service requests, software installations, and new computer setups.
• Monitor and own user issues to ensure timely resolution and delivery.

Job description

To deliver prompt and effective technical assistance to customers or internal users by diagnosing, resolving, and escalating technical issues, ensuring minimal disruption and optimal functionality of IT systems and services.

IV – DUTIES AND RESPONSIBILITIES

• Responsible in repairing, maintaining, and upgrading all hardware and equipment to ensure optimal workstation performance.
• The person will also troubleshoot problem in a timely and accurate fashion, and provide end-user assistance where required.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escape to 2nd level or 3rd level in accordance to Service Desk processes.
• Manage service request, software installation, new computer setups, upgrades, etc. Maintain ownership of users issue and service ensuring that they receive resolution within reasonable time frame.
• Responsible to all hardware and application support, queries, issues and problems and take ownership in the monitoring, operating, managing, in the completion and delivery of issue resolution (and take ownership in the completion of delivery and issue resolution).
• Performs general preventive maintenance tasks on PC, laptops, printers and any other authorized peripheral equipment.