IT Support Specialist

2 weeks ago


Metro Manila, Philippines Datamatics Full time

General Duties and Responsibilities 

• Monitor the call queue and ticket boards, and promptly address incoming calls and tickets. 

• Maintain ticket hygiene by managing and completing tickets from initiation to resolution. 

• Troubleshoot and resolve technical issues according to established procedures and guidelines. 

• Utilize knowledge base resources such as ITGlue; conduct external research and seek guidance from superiors and peers as needed. 

• Update internal documentation through our knowledge base resources such as ITGlue and other relevant systems to ensure accurate and up-to-date information. 

• Collaborate with supervisors and appropriate stakeholders to ensure efficient use of resources which include seeking approval before initiating work on a solution, particularly for time intensive tasks. 

• Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly. 

• Attend all required meetings, including POD Huddles, one-on-one sessions, and team meetings. 

• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services. • Other duties as assigned. Required Skills and Qualifications 

• A minimum high school diploma is required; post-secondary education in a related field is an asset. 

• At least 2-3 years of experience in an IT industry or similar setting. 

• Must understand GPO’s, Hyper-V, intermediate networking, Microsoft: 365 and Active Directory. 

• Must be able to go on-site as required depending on client’s needs. 

• Must be comfortable analyzing technical issues and deciding whether the solution is efficient and feasible. 

• Must be able to apply creative solution finding to address and resolve technical issues

• Must be able to provide temporary workarounds that fall within company standards based on previous experience. 

• Familiarity with knowledge base tools (e.g., ITGlue, ConnectWise Managed, Automate) is a plus. 

• Excellent computer literacy skills and skills in MS Office Suite. 

• Experience working with an ERP system is an asset. 

• Ability to multi-task and prioritize and work independently. 

• Ability to maintain confidential information.

 

Certifications

Ideally, you already have the following certifications under your belt: 

• Microsoft Certified: Azure Fundamentals (900), 

• CCST (Cisco Certified Support Technician Certifications), 

• Microsoft 365 Certified: Fundamentals. 

Bonus points if you have one of the following certifications in addition to the ones above: 

• Cisco Meraki Solutions Specialist Certification (CMSS), 

• Microsoft Certified: Azure Administrator Associate (104), 

• Microsoft 365 Certified: Endpoint Administrator Associate



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