IT Helpdesk Technician

2 weeks ago

Pasay, National Capital Region, Philippines TSA Group - Australia Full time

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

What should you expect from us?

  • Onsite Work Setup
  • Rotating schedule
  • 1 Full time role available
Job Description

The IT Helpdesk Technician be part of a highly technical engineering team responsible for
architecting and delivering solutions. This role will be a unique blend of hands on delivery, solutionsdesign and architecture.

The IT Specialist's role is to ensure proper computer and software operation
and to assist end users when problems occur, so that end users can accomplish business tasks.This includes receiving, prioritising, documenting and actively resolving end user requests. There are a number of technologies that we envision being part of our future, or valuable skills thatwill make understanding our existing architecture easier. These include
Problem resolution may involve the use of diagnostic and tracking tools as well as a requirement forthe individual to give in-person, hands-on Help desk assistance.

  • Field and prioritise requestsfrom end users in a promptand courteous manner. Work to resolve them.
  • Escalate requests whenrequired, to the appropriatelyskilled IT Level 1 or 2 resource.
  • Desk request following theprocess, including allsuccessful and unsuccessful decisions made and actionstaken, through to finalresolution..
  • Perform post-resolutionfollow up to ensure usersatisfaction and properproblem resolution.
  • Learn appropriate softwareand hardware utilised byTSA. This is inclusive of but isnot limited to
    MS Office applications
    MS Operatingenvironments
    Software packages
    Business Systems
    PC desktop and laptophardware
    Mobile devices
    Digital and VoIPtelephones
    Video conferencingsystems
  • Assisting Systems or DatabaseAdministrators with IT requests,as and when required.
  • Assisting the Facilities Managerwith co-ordinating theinstallation and maintenance ofIT related office facilities.
  • Complete assigned tasks inaccordance with the approvedProject Plan.
  • Solutions are implemented toproduction meeting the ZeroBusiness Impact Principle.
  • Services delivered are withinthe timeframes stated in theService Catalogue.
  • High availability and Reliabilityare always at the forefront ofour mind
  • Ensure that Projects deliveredare robust and meetsproduction standards with zerobusiness impact.
  • Operational risk is managedand we deliver to the agreedoutcomes and timeframes.
  • Act like it's your own businessensuring best value for dollarspent for TSA.
  • Team work to the one TSAprinciples being outcomefocussed and collaborative.
  • Treat colleagues with respectas you would like to be treated.
  • Take into consideration all thefactors that might affectinformation security.
  • Ensure that the securityequipment must be installed atthe precise network location.
  • Always be prepared to designand implement securitycountermeasures, whennetwork vulnerabilities arise.
  • Maintaining the regulatorysystems about ISMS policy(Information System
    Management Systems)
  • Recommend modifications inlegal, technical and regulatoryareas that affect IT security.
Qualifications

Qualifications and Skillset

  • Technical Support Experience – 3 Years
  • Experience with Hardware (OS)
  • Remote Access via VPN (PPM)
  • Network Skills – VPN, WIFI and LAN support experience
  • Experience with ticketing system
  • Knowledge and/or experience with ITIL framework
Additional Information

Like & Share the TSA FB Page and be up to date with TSA News

Facebook PH

Check out our social media pages:

TSA Website

Instagram

LinkedIn

Philippines Office address:

14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300

#J-18808-Ljbffr

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