IT Service Desk Engineer

2 weeks ago


Pasig, National Capital Region, Philippines Nityo Infotech Full time

WORK SETUP:
4 day compressed work week. 3 days off (weekends not guaranteed)

SCHEDULE:
7am - 7pm or 7pm - 7am shifting schedule. Rarely changes.

LOCATION:
Rockwell Business Center Ortigas (Full Onsite)

QUALIFICATIONS:

  • Candidate must possess Bachelor's Degree in Computer Engineering, Computer Science, Information Technology or equivalent.
  • With 0 to 2 years of working experience in IT Service Desk or Technical Support related field.
  • For Fresh Graduate, must have OJT experience in Service Desk/Helpdesk
  • Self-motivated, well organized and has good customer service mindset/skills.
  • Excellent oral and written English communication skills.
  • Fast learner and has the ability to adapt to fast paced/changing environment.
  • Possesses a strong sense of urgency and accountability.
  • A team player who is able to do cross-team collaboration and communication.

Required Technical Expertise:

  • Excellent hands-on experience in PC Hardware and Telephony Support

Knowledgeable and with hands-on experience on the following:

  • Microsoft Office Applications, Active Directory, Microsoft Exchange, Microsoft WSUS/SCCM, Microsoft Office 365, Microsoft SharePoint, Microsoft OneDrive, Microsoft MS Teams
  • Microsoft Windows Server 2003, 2008 and 2016
  • Windows 7/10 Enterprise, Macintosh, IOS and Android
  • Cisco WebEx, Zoom, Slack
  • Experience in network configuration and troubleshooting (VPN, DNS, LAN)
  • Knowledgeable with Virtualization and Cloud Computing (VMware, AWS, Azure)

RESPONSIBILITIES:

  • Provides first line support via different support channels - phone, chat and/or email.
  • Logs and manages Service Desk support tickets and requests for Philippines site
  • Provides support for onsite meetings, events, and physical troubleshooting/repair of hardware and connectivity.
First level onsite and/or remote support for client software issues and requests including but not limited to the following:
o Desktop Windows OS
o Desktop MAC OS
o Microsoft applications
o Business applications (Adobe, Salesforce, Zoom, etc.)

  • Diagnoses and resolves technical hardware and software issues including Telephony support.
  • Assists with the continuous improvement of support methods for remote employees to uphold high levels of customer service across the organization. Identify technical / process opportunities through process optimization and automation.
  • Records incident reports of significant and recurring problems to track the corrective action process.
  • Drives positive user experience by providing great customer experience and build strong rapport with users and service teams.
  • Procures, setup & configure, and dispose of equipment for employees as needed.
  • Performs other duties as determined by Team Lead.

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