Jr. End User Support Specialist

4 weeks ago

Mandaluyong, Philippines Chubb Full time

Job Title

Junior End User Support Specialist

Key Responsibilities
  • Provide first-level technical support to employees, addressing hardware and software issues, and logging, troubleshooting, and resolving help desk tickets.
  • Ensure that all incidents and service requests coming into the Service Desk are handled correctly and promptly.
  • Act on incidents that are approaching or have reached the point of breaching our service level agreements.
  • Properly escalate incidents to the application owner according to the impact, severity, and urgency.
  • Monitor and administer the network and its various applications to ensure system reliability, availability, and security.
  • Assist with new hire processing, including account requests, verification, and equipment configuration and setup.
  • Install, configure, and troubleshoot computer systems, hardware, and software.
  • Perform daily IT tasks and help maintain and update the company’s IT systems, including servers and networks.
  • Support the IT team in managing user accounts, permissions, and IT inventory and asset tracking.
  • Solve problems with various appliances, including laptops, Dell Wyse projectors, Webex kits, monitors, printers, servers, and network equipment.
  • Install software updates, patches, and security fixes to keep systems up to date and protected against vulnerabilities and exploits using SCCM (System Center Configuration Manager) & Rapid7.
  • Implement and monitor security measures, such as firewalls, antivirus software, and intrusion detection systems, to protect the organization's data and systems from cyber threats.
  • Maintain detailed documentation of IT systems, configurations, and procedures, and generate reports on system performance, security incidents, and compliance with IT policies.
  • Work closely with other IT professionals, such as Profile Admin, Network Engineers, Cybersecurity Analysts, Database Administrators, and Application Owners to coordinate IT projects and resolve complex issues collaboratively.
  • Maintain and update IT documentation, including user manuals and system configurations.
  • Assist in the implementation of IT projects and initiatives.
  • Train end-users on best practices for technology use and security protocols.
  • Collaborate with IT teams to enhance user experience and resolve complex issues.
  • Provide hands-on support to our specialist teams with server, network, and telephony infrastructures.
  • Design and build applications
Qualifications
  • Graduate of degree in Information Technology, Computer Science, or a related field
  • Minimum of 1 year of relevant experience in IT/Tech Support or related roles.
  • Basic understanding of computer systems, networks, and software applications, including knowledge of network and system security.
  • Familiarity with troubleshooting techniques, problem-solving skills, and hardware/software installation.
  • Strong communication and customer service skills, with the ability to work collaboratively in a team environment and independently.
  • Eagerness to learn quickly and adapt to new technologies and processes.
  • Willing to work during Night Shift, Holidays and provide on call support
  • Preferred Skills:
  • Knowledge with Windows operating systems, VMware Virtual Desktop, networking, ticketing systems, and telephony systems (e.g., Avaya & CXone).
  • Knowledge of programming languages (e.g., Visual Studio, MS Access) is a plus.
  • Familiarity with database management and basic SQL.
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