IT Analyst Managed Service Provider

2 weeks ago


Central Luzon, Philippines Technology Elite Inc Full time
NOTE: We will reach-out to you via your email address provided in your resume. Please make sure to check your email in the next 2-3 business days.

Work Arrangement: Onsite - Clark, Pampanga
Work Shift: Morning Schedule


*Note: Night shift during training for 2 weeks*

PRIMARY OBJECTIVES

  • Identify issues: must have the ability to speak to end users and translate the issue presented to underlying causes.
  • Gathering details of affected users/systems
  • Know the right questions to ask
  • Resolve issues: implement the resolution with minimal impact to the customer (determining how involved customer wants to/can be in the process).
DUTIES AND RESPONSIBILITIES

  • Documentation of customer issues and the issue resolution using BTS's ticketing software.
  • Liaise with vendors and other IT personnel for problem resolution
  • Managing the following systems: ticketing software, RMM software, Knowledge Base, alerting systems, phone systems, security/camera software including physical access, backup and replication.
  • Monitor all customer installed systems and infrastructure
  • Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks
  • Participate in the design of information and operational support systems
  • Provide 2nd and 3rd level tool support
  • Share in the on-call responsibilities
  • Onboarding and Offboarding clients using RMM software.
  • Adding/Removing managed endpoints.
  • Creating/Setting patch scheduling.
  • Maintain security, backup, and redundancy applications
  • Creating/Generating Reports for Administrative team.
  • Creating/reviewing generated automated alerts.
  • Other systems management revolves around granting/removing access to users.
  • Strong technical writing skills for documentation.
ESSENTIAL SKILLS

  • Solid scripting skills (e.g., PowerShell scripts)
  • Updated knowledge of Microsoft Windows operating systems – desktop and server
  • Basic networking troubleshooting (DNS, switches, firewalls, VPN, etc.) is desired
  • Advanced troubleshooting skills are required
  • Excellent writing & documentation skills
  • Excellent customer service and communication required
  • Experience with virtualization and containerization (e.g., VMware, Hyper-V)
  • Experience with automation software
  • Implements computer system requirements by defining and analyzing system problems; designing and testing standards and solutions.
  • Current education/experience/certifications reflecting your competency in your chosen field
  • Previous work experience in similar capacity highly desired
MUST HAVE:

  • High skills PC support
  • Fundamentals of networking
  • Experience with at least 1 monitoring system
  • Lots of experience with ticketing system / requirements for time entries
  • MS server basic experience
NICE TO HAVE

  • M365 Admin experience
  • CW Automate / Labtech / PRTG
  • CW Manage


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