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Systems Analyst
4 months ago
Work Arrangement: Permanent WFH
Work Shift: 11pm – 8am (PHI), Tuesday – Saturday (PHI)
About The Role:
The Systems Analyst plays a critical role in ensuring efficient and effective technical support for our hosting and server infrastructure. This position involves ticket management, virtualization expertise, communication, and continuous self-improvement.
Responsibilities:
Ticket ManagementRespond to customer tickets within 20 minutes of receipt.Process, identify, diagnose, and resolve customer issues Escalate complex issues to senior team members or management as needed. Virtualization Expertise: Utilize virtualization tools (e.g., VMware, Hyper-V) to troubleshoot and resolve technical issues. Ensure optimal performance and stability of virtualized environments. Effective Communication: Notify team members when going on break, lunch, or stepping out of the queue. Collaborate with colleagues to share insights and best practices. Outbound calls to customers. Continuous Learning and Self-Growth: Engage in self-improvement through learning platforms (e.g., Udemy) or guidance from management. Stay updated on industry trends and emerging technologies. Technical Background: Possess a strong technical foundation in server administration, networking, and virtualization. Familiarity with Active Directory services, DNS Tools, RDCM, RDP, and related protocols. Customer Service: Prioritize customer satisfaction by providing timely and effective solutions. Maintain a positive and professional demeanor during interactions. Effectively manage ticket workload/scheduled appointments. Team Collaboration: Work effectively in a team-based environment. Contribute to a supportive and cooperative team culture Qualifications:Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience) is preferred, but not required. Proven experience in systems administration, server support, or related roles. Strong problem-solving skills and attention to detail.Excellent communication and interpersonal abilities. Customer-centric mindset and commitment to service excellence. Familiarity with ITIL principles. Relevant certifications (highly desirable) Benefits:Up to 1-month FREE Accommodation for those relocating to Pampanga *21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)HMO coverage for employee +1 FREE dependent on the first day of employment+1 additional FREE dependent per successful year of tenure (up to five (5) years)Tenure Incentive Program*FREE daily mealReferral Bonus of up to Php20,000.00*ALL government mandated benefits*Terms and conditions apply
