IT Technical Support

21 hours ago

Bulacan Philippines Strategic Networks, Inc. Full time

Responsibilities

  • Install, upgrade, support and troubleshoot Windows, Mac and any other authorized desktop software/applications.
  • Install, upgrade, support and troubleshoot End User Workspace hardware such as Desktop, Laptops, Printers, Mobile Devices, Video and Conferencing Equipment and any other authorized peripheral equipment and devices.
  • Perform general preventative maintenance tasks on devices and software.
  • To follow and execute hardware moves provided by Subject Matter Experts.
  • Provide onsite and remote support to / Customer / OEM SME’s towards Install, upgrade, support and troubleshooting of devices in Network and Compute environment.
  • To assist users with any logged IT related incident when called upon.
  • To provide support including carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
  • To accurately record, update and document requests using the IT service desk system.
  • To install and configure new IT equipment.
  • To maintain a high level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
  • To provide technical support/instructions skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
  • To be a highly motivated team player with the skills and ability to manage changing priorities.
  • To develop sound understanding of IT operations and related applications and IT systems as well as business-related processes and procedures.
  • To maintain and consistently demonstrate a good understanding of customer service principles.
  • To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes.
  • To perform root cause analysis and develop checklists for typical problems.
  • To develop training courses as identified and agreed for appropriate development.
  • To carry out training courses as per / customer requirement.
  • The ability to liaise and develop working relationships with the staff and customer environment users.
  • To analyse and resolve incidents and problems using appropriate tools and techniques.
Qualifications
  • Good general understanding of IT principles such as Networks, Hardware and Domains
  • Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook etc.
  • Good working knowledge of Operating system such as Windows and Mac related software and applications
  • Good experience in End User device hardware and software troubleshooting
  • Good experience of supporting devices such as Printers and Meeting Room equipment
  • Knowledge of mobile devices, in particular Blackberry and iPhones
  • Experience with building, configuring, replacing and troubleshooting EUC hardware components
  • Awareness of Data Backup principles
  • Familiarity with virtual, MDM and VPN environments
  • Basic knowledge and/or familiarity with devices in Network and Compute environment
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