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Global IT Helpdesk Sr. Specialist

2 months ago

Manila, National Capital Region, Philippines iSupport Worldwide Full time

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

We are seeking an enthusiastic IT Helpdesk Specialist to join our global team, working with IT staff in the US, China, Malaysia, and the Philippines. The role involves providing solutions to IT issues using various applications, products, and services. Complex problems are escalated to specialized support groups, but the IT Helpdesk Specialist ensures effective solutions are delivered to users. Responsibilities include both onsite service and remote support for staff.

You will provide the best service to our partner client by performing these tasks:

Provide first level user support and problem resolution for issues of software, hardware, network communications, and infrastructure.Apply internal escalation procedures to ensure end-user satisfaction.Conduct training sessions for helpdesk staff to enhance their technical skills and knowledge.Monitor helpdesk performance metrics and prepare regular for senior management.Perform management of help desk requests and administration of the help desk database.Maintain and Manage Asset Repository and Inventory.Create and maintain reporting systems and performance measurement systems.Installs hardware and software as required.Performs logistical support for all Onboarding and Offboarded users and locations.Devises and implements preventative maintenance programs and keeps performance and maintenance records on equipment.Assists in network and telecommunications administration.Administer the software license management process.Creating and updating the existing Knowledge Based Documents and Articles.Create FAQ's and maintain various IS databases.Research and maintain their knowledge of new and emerging technologies, tools and methods applicable to position.This is an onsite position. Other duties and projects as assigned.
Who are we looking for?Minimum of 5 to 8 years of directly related experience in the IT/Computer, Network/System/Database Administration field.Specialized experience with Microsoft 0365 Applications, Intune, active directory, exchange, VPNs, firewalls, and remote desktop applications.Preferably holds a COMPTIA "A+" or Network+ Certification.Proficient in Office 365, Windows 10, and Windows 11.Strong understanding of networking essentials, including TCP/IP and data center operations and/or network maintenance.Capable of effectively prioritizing, managing time and projects, and multitasking in a fast-paced, growing company environment.Holds a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or equivalent (preferred).Familiar with client-server environments.Fluent in English with excellent verbal and written communication skills.Able to quickly learn new skills and apply them effectively.Possesses advanced competence in computer systems, both hardware and software.Strong customer service orientation and attention to detail.Root-cause problem-solving mindset.Able to effectively deal with ambiguity and creatively develop processes to aid efficiency and effectiveness.Shows initiative, is resourceful, and can work independently with minimal guidance.Able to collaborate effectively with all levels of management and staff in a diverse, global environment.Willing to work a shifting schedule. Company Perks:Above-industry salary package and incentives.Comprehensive HMO benefits and life insurance from day 1.Free learning and development courses for your personal and career growth.Dynamic company eventsOpportunities for promotionFree meals and snacks