Specialist - Technical Support

2 weeks ago

Manila, National Capital Region, Philippines Okada Manila Full time

I. MAJOR RESPONSIBILITIES AND DUTIES:

Network Support:

  • Troubleshoot and resolve network issues including LAN, WAN, Wi-Fi, and VPN.
  • Configure and maintain network hardware such as routers, switches, and firewalls.
  • Monitor network performance and ensure network security and connectivity.

Database Support:

  • Provide support for database-related issues, ensuring database performance, integrity, and security.
  • Perform routine maintenance tasks such as backups, updates, and patching.
  • Assist in database design, development, and optimization as required.

System Support:

  • Diagnose and resolve hardware and software issues on servers, desktops, and other devices.
  • Ensure regular maintenance and updates of operating systems and applications.

Incident Management:

  • Respond to and resolve technical incidents and service requests in a timely manner.
  • Document incidents, solutions, and maintain accurate records in the incident management system.
  • Escalate complex issues to third-level support or external vendors when necessary.
  • Investigating and assessing root causes of incidents

Customer Service:

  • Provide excellent customer service and support to all resort staff, ensuring minimal disruption to business operations.
  • Communicate effectively with end-users to understand and resolve their technical issues.

Compliance and Security:

  • Assist in implementing and maintaining security protocols to protect sensitive information.
  • Participate in audits and provide necessary documentation as required.

Project Participation:

  • Assist in the planning and execution of IT projects.
  • Collaborate with cross-functional teams to implement new technologies and upgrades.
  • Provide technical support and expertise during project deployments.

II. JOB SPECIFICATIONS:

Educational Requirement:

  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Experience Requirement:

  • Minimum of 3 years of experience in a technical support role, preferably in a casino or hospitality environment.
  • Proven experience with basic network, database, and system administration.

Skills and Attributes

Leadership Skills:

  • Excellent analytical and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Customer-focused with a strong service orientation.

Technical Skills:

  • Strong knowledge of networking protocols, database management systems, and operating systems.
  • Proficiency in troubleshooting hardware and software issues.

Other Qualifications:

  • Relevant certifications such as CompTIA Network+, CCNA, Microsoft Certified Systems Administrator (MCSA), or equivalent are preferred.
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