IT Support Engineer

1 week ago

Taguig, National Capital Region, Philippines Helloconnect, Inc. Full time

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

We are looking for an IT Support Engineer to join our rapidly expanding team who will provide technical support to our user base across multiple channels. You will be resilient and have a natural passion for making people happy.

Responsibilities
  • Providing first/second line technical support to HelloConnect employees via the service desk, face to face and remote channels.
  • Deploying new hardware, software and accounts to our employees.
  • Manage and communicate with vendors and service providers.
  • Maintaining our office hardware landscape incl. device and license management.
  • Ensuring standard operating procedures and service level agreements are met.
  • Contributing to ongoing system and process documentation efforts.
  • Conducting IT related training for new hires, users and technical teams as needed.
  • Escalating third line support requests/incidents to the relevant persons.
  • Helping transform the IT Support department by implementing automation and new workflows.
  • Working in compliance with department safety and quality standards.
  • Inventory and Excel proficiency is a plus.
Who We Are Looking For
  • You are an organized and responsible person, having a strong sense of ownership.
  • You are an egoless and data driven person.
  • You are friendly & approachable, having a pleasant demeanor and a can-do attitude.
  • Passionate about helping people and solving problems.
  • You have outstanding English skills, oral and written.
  • Excellent communication skills.
  • You have first experience as Support Engineer, System Administrator or in a comparable position in a mid-size company before (2-3+ years).
  • You have a thorough knowledge of computer maintenance (Windows).
  • Brownie points if you have advanced knowledge of network administration (TCP/IP, DNS, DHCP, VLAN).
  • Experience in managing and optimizing services such as Jira/Confluence is a big plus.
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