Technical Support Specialist
3 days ago
**About the Role**
We are seeking an experienced Technical Support Specialist to join our team at Digital Room (Philippines) , Inc.
The successful candidate will be responsible for providing technical support and troubleshooting services to end-users experiencing issues with their computer hardware, software, and network connectivity.
This is a challenging and rewarding role that requires a strong background in desktop support, excellent problem-solving skills, and the ability to work independently.
**Key Responsibilities:**
- Provide first-line technical support for desktops, laptops, and peripherals.
- Troubleshoot and resolve hardware, software, server, and network connectivity issues.
- Assist users with software applications, including installation and configuration.
**System Maintenance & Security:**
- Perform regular maintenance, updates, and backups on desktop systems.
- Ensure antivirus software and security measures are up to date.
**Installation & Configuration:**
- Set up new computer systems and peripherals.
- Install and configure operating systems, applications, and software updates.
**User Assistance & Training:**
- Provide guidance and support to users on IT-related issues.
- Assist in training users on new software and hardware as needed.
**Problem Management & Root Cause Analysis:**
- Identify recurring technical issues, analyze root causes, and propose long-term solutions.
- Work proactively to reduce common IT incidents through process improvements.
**Documentation & Knowledge Management:**
- Maintain accurate records of support requests, troubleshooting steps, and resolutions.
- Create and update technical documentation for common support issues and solutions.
**Asset Management:**
- Track and maintain hardware and software inventory.
- Manage IT assets, including procurement, deployment, and disposal.
**Proactive Monitoring & Issue Prevention:**
- Monitor systems for performance issues and potential problems.
- Implement preventative measures to minimize downtime and improve system reliability.
**Requirements:**
- Experience with JIRA Service Desk Management, Confluence, Office 365, Active Directory Administration, and Power Automate.
- Basic programming skills (advantageous).
- Knowledge of N-Able, Lansweeper, and JAMF (preferred).
- Strong knowledge of Windows and macOS operating systems.
- Proficiency in Active Directory, Group Policy (GPO), Microsoft 365, and common desktop applications.
- Basic understanding of networking concepts and troubleshooting.
**What We Offer:**
- A competitive salary package.
- Opportunities for career growth and professional development.
- A dynamic and supportive work environment.
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