IT Systems Support Engineer

4 days ago

Manila, National Capital Region, Philippines Ibex Full time
Overview

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Responsibilities
  • Receives and responds to workflow requests in the form of trouble tickets through the Remedy ticketing system.
    • Spots problem trends as they emerge. Reduces overall numbers of problems through effective root cause analysis and long term fixes.
    • Performs installation, relocation, troubleshooting, repairs and preventative maintenance of desktop devices and software applications.
    • Organizes and addresses assigned tickets in appropriate priority order.
    • Drives site level implementations of new pc hardware, application rollouts, and client specific ramp activities as it relates to the desktop.
    • Supports corporate I.T. as "the hands" at the site to address issues with voice and data infrastructure.
    • Analyze, evaluate, and prioritize workload of pc techs in your region.
    • Accountable for all pc support delivery quality for assigned region.
    • Responsible for IT inventory/asset management for assigned region.
    • Position requires minimal supervision and is responsible for developing site level standard operating procedures and supporting documentation.
Qualifications
  • At least 2 years of desktop support experience or combination of education/certifications and experience.
    • A+ certification is an advantage; MCDST desired; current MCSE highly desirable.
    • Experience supporting desktops, laptops, handheld devices and some remote voice/data infrastructure.
    • Experience working in a large, fast paced, call center environment utilizing VOIP technology.
    • Advance knowledge of Windows XP and Windows 7.
    • Good understanding of Active Directory, GPO's, and software deployment.
    •Must be a strong team player with a positive attitude and tenacity to complete the mission.
    • Must be an excellent communicator/facilitator; ability to interface with clients at all levels.
    • Must be able to effectively partner and build relationships with key internal business clients and supporting staff.
    • Uses consensus approach to drive site wide changes and initiatives.
    • Highly proactive; addresses site level issues with appropriate sense of urgency.
    • Applicant must be willing to travel and be assigned in different locations
    • Applicant must be willing to work on Graveyard shift, render Overtime and be on-call
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