Senior Technical Support Professional

2 weeks ago

Angeles City, Central Luzon, Philippines beBeeTechnical Full time ₱450,000 - ₱750,000

IT Support Specialist is a dynamic role that requires exceptional technical expertise and problem-solving skills. We are seeking a dedicated individual to provide top-notch support to our employees, ensuring seamless access to IT systems and tools.

Key Responsibilities
  • Technical Assistance:
    • Provide timely and effective resolution of technical issues via phone, email, or in-person interactions.
    • Diagnose and troubleshoot hardware, software, and network connectivity problems using industry-standard tools and methodologies.
    • Offer guidance on the optimal use of IT systems, applications, and tools to enhance employee productivity.
  • Ticket Management:
    • Log, update, and track support tickets using our helpdesk system, ensuring accurate record-keeping and efficient issue resolution.
    • Escalate unresolved issues to higher-level support teams or external vendors as necessary, adhering to defined Service Level Agreements (SLAs).
    • Monitor and analyze ticket data to identify trends, optimize support processes, and improve overall customer satisfaction.
  • System Maintenance and Configuration:
    • Install, configure, and maintain desktops, laptops, printers, and other peripherals, ensuring compatibility and security compliance.
    • Perform regular software updates, patches, and system checks to prevent downtime and minimize security risks.
    • Support the onboarding process by setting up user accounts, devices, and essential IT infrastructure.
  • Network and Security Support:
    • Assist users with VPN connectivity, wireless access, and remote desktop configurations, ensuring secure and reliable access to company resources.
    • Identify and report potential security incidents, such as phishing attempts or malware infections, promptly escalating them to senior support staff or management as needed.
  • Documentation and Training:
    • Create and update user guides, FAQs, and technical documentation to facilitate knowledge sharing and reduce support queries.
    • Conduct basic IT training for employees on common tools, best practices, and security protocols to promote a culture of IT awareness and responsibility.

This role offers an excellent opportunity to work with a talented team, contribute to the success of our organization, and develop your skills and expertise in a fast-paced IT environment.

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