IT Technical Support

5 days ago

Pampanga Philippines Strategic Networks, Inc. Full time

Job Description 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 desktops, 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 Follow and execute hardware moves provided by subject‑matter experts Provide onsite and remote support to customer/OEM SMEs for install, upgrade, support, and troubleshooting of devices in the network and compute environment Assist users with any logged IT‑related incidents when called upon 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; escalates incidents to other support teams where necessary Accurately record, update, and document requests using the IT service desk system Install and configure new IT equipment Maintain a high level of customer service ensuring that all customers are treated efficiently and in an appropriate manner Provide technical support/instructions with the ability to communicate effectively with technical and non‑technical colleagues at all levels in the organization Be a highly motivated team player with the skills and ability to manage changing priorities Develop a sound understanding of IT operations and related applications and IT systems as well as business‑related processes and procedures Maintain and consistently demonstrate a good understanding of customer service principles Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes Perform root cause analysis and develop checklists for typical problems Develop training courses as identified and agreed upon for appropriate development Carry out training courses as per customer requirement Liaise and develop working relationships with staff and customer‑environment users Analyze and resolve incidents and problems using appropriate tools and techniques Technical Skills 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 Good working knowledge of operating systems such as Windows and Mac‑related software and applications Experience in end‑user device hardware and software troubleshooting Experience in 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 environments 2+ years of related work experience Good communication skills is a must Must be open to supporting other sites Residing nearby the work location #J-18808-Ljbffr

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