IT Helpdesk

3 weeks ago


General Santos, Soccsksargen, Philippines CallTek Full time
Responsibilities
  • Technical Operations Specialist responsibilities, but not limited to
  • Helpdesk End User Support
  • Provide remote helpdesk support to affiliate employees. Including but not limited to supporting the following platforms
  • Microsoft Windows, MacOS, Android, and iOS
  • Microsoft 365, including all Microsoft 365 apps; Outlook, Teams, Excel, Word, and others
  • Remote Desktop support using ConnectWise Automate
  • Endpoint - SentinelOne
  • Proofpoint
  • Adobe
  • All major browsers
  • Other applications
  • Network support
  • Remotely assist with network maintenance, troubleshooting, modifications, and upgrades of all facilities, including its affiliates
  • Supporting Fortinet FortiGate Gateways, all high availability setups
  • Microsoft 365 Entra, Intune, Exchange Online, Pureview
  • Microsoft Azure servers
  • Migrating to new network platforms as needed
  • Pre-Sales Support: Assist pre-sales engineering team, sales teams, and customers
  • Wi-Fi coverage heat map design using tools, such as Ekahau, and others
  • Generate sample BOM lists with the assistance of the pre-sales engineering team
  • Post-Sales Support: Mikrotik post-sales support to customers after they purchase a Mikrotik product
  • Support other products
  • RMA Processes: Monitor RMA requests, Create RMAs
  • Technical Operations Department Administrative Tasks
  • Monitoring user/customer requests in ConnectWise Automate and shared inbox email
  • Assistance with department process documentation, including user, network, RMA, and support processes
  • Assisting with AI training and validation
  • Assisting documenting department procedures
  • Other duties as assigned by the manager
  • The focus will be on end user and internal network monitoring and support; other responsibilities not limited to the list above will be assigned during downtime
Requirements
  • Proven experience in an IT Helpdesk or technical support role
  • Strong understanding of computer hardware, software, and network
  • Excellent problem-solving skills and attention to detail
  • Effective communication and interpersonal skills
  • Relevant certifications (e.g., CompTIA A+, Microsoft) are an advantage
  • Bachelor's degree in Computer Science, Information Technology, or a related field is preferred
Benefits
  • Competitive salary and benefits package
  • Opportunity for growth and career development
  • Training and support to enhance technical and customer service skills
  • Work in a dynamic and multicultural environment

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