IT Technical Support Engineer

5 hours ago

Manila, National Capital Region, Philippines Inspiro Full time

JOB RESPONSIBILITIES:
Provides technical support/assistance for the configuration, installation, and troubleshooting of desktop PCs and related peripherals.

This covers, but not limited to, the following:

Desktop PC hardware such as scanners, printers; Desktop PC Operating System such as Microsoft Windows, Linux, etc; and desktop application software such as Microsoft Office, Anti-virus software and other applications softwareProvides advanced computer assistance and maintenance support to end usersProvides support for the maintenance of basic connectivity and local access to network services Interfaces with client end-users to discuss and understand the requirements as well as explain the actions taken to close the ticket within client's satisfaction Conducts preventive maintenance on workstations, and ensures that preventive maintenance plans and guidelines are met to guarantee security and compliance.

Ensures security of desktop (PC) environment from external and internal virus threats through effective maintenance of antivirus software applications Recommends necessary upgrade and maintenance of computer systems and equipmentDocuments and handles ticket requests quickly and efficiently though utilizing existing documentation, training & resources ensuring that ticket requests are accomplished according to the set standard response/resolution time.

Records the progress and status of all cases and IT-related concerns to ensure that the service-level requirement is fulfilled.
Solicits relevant information from the client to sufficiently describe non-routine problems to other IT service groups (i.e. Telecoms and Network Engineering, Systems Administration Group, Corporate Solutions Development Group) for the completion of a particular ticket and effective communication of solutions to client-users. Ensures that tickets handled are completed properly, on-time, and within Service Level Agreement (SLA) requirements. Exerts all efforts, exhausting various possibilities to provide internal and external clients the service they require within the agreed guidelines and standardsCoordinates the delivery of required services or solutions by a team of Technical Specialists or AdministratorsCoordinates closely with other division/department heads to ensure efficient and effective implementation of all administrative and technical servicesCoordinates with superiors and colleagues regarding daily technical support group activities (both routine and non-routine) for proper endorsement and completion of tasks and work ordersCoordinates with Vendor and Service provider for purchase and repair of hardware and equipmentProvides advice and counsel relating to area of expertise Speaks of ideas clearly and articulately in all presentation and situation may it be for internal or external clients; ensures that the point or idea is well expressed and understoodCorresponds with and generates reports for the group with all regard for style and language

JOB REQUIREMENTS:
Graduate of any Technical or IT-related courses (such as BS Computer Engineering, Electronic and Communication Engineering, Electronics and Computer Technology, Computer Science and Information Technology)

Must be proficient in internet usage, Microsoft Office products, various Operating Systems, and other productivity tools
Must have good oral and written English communication skills
Must have working knowledge in Desktop and Application support troubleshooting
Must have experience in Incident Management
Preferably with basic knowledge in Network and System Administration
Preferably with certification in the following: Microsoft Certified Professional, A+, and/or Microsoft Desktop Support Technician
Preferably with 1 year experience in technical support, Ticketing systems, and typical corporate IT client end-user requirements

Preferably with working knowledge in the implementation or compliance to external Quality and Audit standard such as ISO 9001, ISO 27001, PCIDSS, etc.

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