Technical Support Specialist

6 days ago

Manila, National Capital Region, Philippines Private Advertiser Full time
Job Description:

We are seeking a skilled IT Staff member to provide comprehensive support for hardware, software, and network systems for all users within our organization.

  • Work Setup:
  • 9pm – 6am Manila Time
  • 5 days a week - Tuesday to Saturday
  • Hybrid Set up: Tues to Thur – work in the office; Fri to Sat work at home
  • Project-based role for 1 year

Duties and Responsibilities:

  • Coordinate and manage relationships with vendors/clients that provide hardware/software/network problem resolution.
  • Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for employee or client's concerns.
  • Respond to telephone calls, email, instant messages, and assigned tickets from users in a timely and efficient manner.
  • Assign work orders/incidents to appropriate support teams and follow up until closure. Identify, evaluate, and prioritize customer problems and complaints.
  • Escalate/Coordinate complex problems to appropriate support specialists or client's IT personnel.
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
  • Perform user account management activities.
  • Set up the equipment that will be assigned to the new employee. Prepare the Asset Handover form.
  • Initiate/Propose/Assist with the implementation and maintenance of IT systems and applications.
  • Review and understand standard operating procedures, make recommendations, and assist with making improvements where possible.
  • Develop and maintain documentation for support procedures, standards, configurations, troubleshooting, system/process workflow, and self-help references. Contribute to the continuous improvement of IT support processes and procedures.
  • Stay abreast of the latest trends and developments in hardware and software related to the business, making recommendations for upgrades or new acquisitions that could enhance work efficiency.
  • Maintain and update the database of equipment inventory and list/tickets of IT concerns.
  • Prepare and update monthly IT concern report and chart.

Hardware Support:

  • Diagnose and resolve hardware issues for desktops, laptops, printers, scanners, and other peripheral devices.
  • Install, configure, and upgrade hardware components as needed.
  • Perform routine maintenance to ensure optimal performance and reliability of hardware equipment.

Software Support:

  • Provide technical support for various software applications used within the organization.
  • Troubleshoot and resolve software-related issues reported by users.
  • Install, configure, and update software programs as required by the company or client.
  • Collaborate with clients/vendors to address software bugs and compatibility issues.
  • Upload and find new software for different employee setups required by the company or client.

Microsoft Account Support:

  • Creation/Deletion of email and distribution list.
  • Reset password.

Qualifications:

  • Candidate must possess at least a bachelor's degree in computer science, Information Technology, or related field.
  • With at least 1 year of experience as an IT service support doing mostly remote troubleshooting and configuration.
  • Knowledgeable about VPN and DNS.
  • Proven experience in providing IT support for operating systems, software applications, hardware, and network systems.
  • Must be able to communicate periodically and proficiently using all types of communication tools available such as phone, email, messaging, etc. with all types of users and colleagues in the organization. Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users.
  • Proficiency in diagnosing and resolving hardware and software issues.
  • A positive, customer-centric attitude and the ability to work effectively in a team.
  • Relevant certifications or qualifications in IT support or related fields would be an advantage.
  • Ability to work independently and as part of a team.
  • Strong problem-solving skills and attention to detail.
  • Applicants must be willing to work in Makati City.

Basic WFH Equipment Requirements:

  • Stable internet connection, preferably at least 25Mbps and have a backup internet connection.
  • Headset and video camera for video calls/online meetings.

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