Senior IT Support Specialist

7 days ago

Quezon City, National Capital Region, Philippines Sourcefit DR Full time

Position Summary:

The Senior IT Support Specialist will have dual responsibilities, one, providing technical expertise to resolve escalated incidents and issues associated with the IT platform and two, directing a Support Services Team in support of 700+ employees across multiple geographic locations. This role is responsible for leading and overseeing all support service elements to include ticket management, PC imaging/deployments, PC hardware/software inventories, PC maintenance/support, mobile devices maintenance/support, and among others.

Responsibilities:

  • Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
  • Serve as the escalation person for other support services team members. Work closely with the team to resolve problems and provide mentoring.
  • Develop and lead new user IT orientation, onboarding, and training program.
  • Ensures SLAs are being met, triaging, and delegating tickets to technicians maintaining customer satisfaction.
  • Strong sense of ownership and accountability to identify tasks and see them through to completion.
  • Maintains knowledge base and works with management on creating/updating standard operating procedures.
  • Provide guidance and explain policies and procedures to IT support staff and end-users.
  • Schedule and proactively manage regular hardware and software upgrades for employees.
  • Administration of the company's basic technology platforms (Microsoft Office 365, Teams, SharePoint, IP Phones, MDM, Remote tools, SCCM, etc.), including configuration and account creation/deletion.
  • Work closely with Supervisor of Support Services on special projects.
  • Collaborate with the IT and business manager(s) to brainstorm ideas and strategies to enhance excellent customer experience in the organization.
  • Design and update IT products or services offering.
  • Install, test and configure personal computer devices, peripheral equipment and software.
  • Laptops, desktops, iOS & Android devices, Office 365, email accounts, network printers, etc.
  • Responsible for maintaining technical documentation on installation of software, configuration of hardware and problem troubleshooting.
  • Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.
  • Identify and implement improvements to procedures and processes.
  • Actively participate in change control meetings and system maintenance activities.
  • Performs other duties as assigned.
  • Oversee the activities of all support services members to ensure that they deliver excellent customer service and provide customer guidance.
  • Mentor, train, and groom junior members in the support services team

Qualifications:

  • Bachelor's degree in computer science or other related field with 5+ years of experience in a Help Desk environment or relevant experience.
  • ITIL Processes Knowledge.
  • Hands on experience with incidents and requests ticketing system (Fresh Service or ServiceNow)
  • Capable of leading innovation initiatives, process improvement and standardization within the IT organization.
  • Deep working knowledge supporting and maintaining Microsoft Windows 10 and Windows compatible applications in an enterprise environment
  • Knowledge of core technologies including but not limited to Active Directory, WAN/LAN/Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals and printing.
  • Hands on experience setting up and troubleshooting mobile devices.
  • Experience with Endpoint Client Security software.
  • Ability to pay attention to time management, as well as possessing analytical skills.
  • Ability to showcase good leadership skills to carry team members along.
  • Proficient in the English language (speaking, writing and comprehending).
  • Ability to work weekends if needed.

Supplemental Qualifications:

  • ITIL 4 Certification.
  • COMPTIA A+, or Network+, or Security+, or HDI Certification.
  • Hands on experience with System Center Configuration Manager or Microsoft Endpoint Manager.
  • Hands on experience with Mobile Device Management Platforms - Jamf, Intune, AirWatch
  • Help Desk oversight experience.
  • Project management experience.
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