Technical Support Specialist

Focal Search Pte Ltd; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

A technology solutions provider seeks a Technical Support Specialist in Manila to manage IT service requests while ensuring compliance with SLAs. You will enhance customer service by identifying recurring challenges and oversee the procurement of IT assets. Ideal candidates will have a strong customer focus, hands-on experience with various IT tools, and relevant industry certifications, ensuring proactive management of IT support and operations.

Qualifications

• Good working knowledge of Desktop/Laptop and Operating System support.
• Excellent communication skills in both written and spoken English.
• Microsoft Office 365 Suite knowledge, especially Administration, Teams, Outlook, and SharePoint.
• Strong customer focus with problem-solving capabilities.
• Hands-on experience with Meraki/Cisco or other next-gen firewalls.
• Experience with IT asset management and automation tools such as Desktop Central.
• Industry certification in relevant fields.
• Project management experience for small-scale projects.

Responsibilities

• Manage problems and service requests effectively within SLA.
• Enhance customer service and operations by identifying recurring issues.
• Oversee procurement and billing of IT assets for cost-effectiveness.
• Manage the IT asset lifecycle from acquisition to disposal.
• Share knowledge with team members and clients.
• Develop content for the self-service portal.
• Assist with IT systems and infrastructure.
• Communicate consistently with staff across all organizational levels.
• Communicate with staff across ships, offices, and global sites.

Skills

Desktop/Laptop and Operating System support

Excellent communication skills

Microsoft Office 365 Suite knowledge

Strong customer focus

Meraki/Cisco or next-gen firewalls experience

IT asset management and automation tools

Project management skills

Education

Industry certification (MCSE, Microsoft 365, AWS, Security, or ITIL)

Tools

Microsoft 365 Admin

Teams

Outlook

SharePoint

Desktop Central

Meraki/Cisco firewalls

Job description

About the job Technical Support Specialist

• Assume responsibility for problems and service requests and make sure they are completed successfully within the SLA (Service Level Agreement).
• To aid in this process, hold onto and expand your knowledge and abilities.
• Improve our customer service, internal procedures, and operations by proactively identifying recurring problems or service risks and helping to prevent them.
• Obtain quotes, oversee the purchase and billing of IT licences and equipment to ensure the company gets the best deal possible.
• Oversee the lifecycle of IT assets from acquisition to disposal.
• Exchange knowledge to benefit fellow team members and clients.
• Write educational content for the self-service portal.
• Assisting with IT systems and infrastructure
• Constant communication with staff members at all organisational levels, including those based on ships, in distant offices, and worldwide office workers.

Qualifications:

• Good working knowledge of Desktop/Laptop and Operating System (Windows/ Mac OS) support
• Excellent communication skills in both written and spoken English
• Microsoft Office 365 Suite knowledge in particular Administration, Teams, Outlook and Sharepoint
• Strong customer focus - identifies needs and finds solutions to meet them
• Hands-on experience of dealing with Meraki/Cisco or other next-gen firewalls
• Experience with IT asset management and automation tools such as Desktop Central
• Industry certification in: Microsoft MCSE, Microsoft 365, AWS (Amazon Web Services), Security, or ITIL
• Project Management running small-scale projects from inception to completion using good project management practices