Desktop Support Engineer
6 days ago
Quezon City CPO, Philippines | Posted on 16/01/2024
- Province: National Capital Region (Manila)
- Country: Philippines
- Postal Code: 1100
JOB OBJECTIVE
Provides first line support to customers, resolving issues or escalating (to 2nd line support) within the agreed service level agreement.
STATEMENT OF DUTIES AND RESPONSIBILITIES
- Address user tickets regarding hardware, software, and networking.
- Travel to the client's location or connect via a remote link.
- First response for desktop and cabling issues.
- Install and inspect cabling system infrastructure.
- Research and identify solutions to software and hardware issues.
- Troubleshoot O365 related issues.
- Hands-on experience in networking, routing, and switching.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Work with servers and telephone systems.
- Refer to internal database or external resources to provide accurate tech solutions.
- Ensure all issues are accurately logged.
- Prioritize and manage several open issues at one time.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Troubleshoot independently aiming for first-time resolution every time, knowing when to escalate when required to ensure consistent work velocity.
- Provide detailed information on steps taken on all escalations.
PRE-REQUISITES
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
- Excellent problem-solving and communication skills.
- Hands-on experience with Windows 7 thru 10, Windows Server and Mac operating systems.
- Knowledge of network security practices.
- Ability to provide step-by-step technical help, both written and verbal.
- Must be confident and socially adept.
- Experience with Microsoft Office Suite.
- Must be a fast and proactive self-learner.
- Must have a positive and helpful attitude towards other colleagues and work in general.
- Must be able to handle pressure from time to time and always meet deadlines.
- Ability to travel and work after hours when necessary.
- Must have excellent time management, prioritization, scheduling and organization skills.
- Degree in Electronic and Computer Engineering or Computer Science.
DESIRABLE
- Certifications in Microsoft, Linux, Fortinet, Cisco or similar technologies is a plus.
- Hold a valid UAE Driving License.
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