IT Specialist

We're Hiring: IT Specialist

We are looking for a skilled IT Specialist to join our dynamic team in Taguig, Philippines. The ideal candidate will possess strong technical skills and a passion for problem-solving, ensuring our IT systems run smoothly and efficiently.

Key Responsibilities:

User Support:

• Act as the first point of contact for users seeking technical assistance via phone, chat, and email.

• Diagnose and resolve technical hardware and software issues.

• Provide guidance and support for various IT-related queries.

Incident Management:

• Log and track incidents and service requests from identification through resolution.

• Escalate unresolved issues to higher-level support teams when necessary.

• Ensure timely and effective resolution of issues to meet service level agreements (SLAs).

Communication:

• Communicate effectively with users to understand their issues and provide clear instructions.

• Keep users informed about the status of their requests and any changes or updates.

Documentation:

• Document all support activities, including issue details and resolutions, in the service desk system.

• Maintain and update knowledge base articles toassistwith future troubleshooting.

System Maintenance:

• Perform routine system maintenance and updates.

• Assist with the deployment of new software and hardware.

Security:

• Provide basic online security advice and support.

• Ensure compliance with company security policies and procedures.

Skills and Qualifications:

Technical Skills:

• Proficiency in troubleshooting hardware and software issues.

• Knowledge of operating systems (e.g., Windows, macOS).

• Familiarity with IT service management tools (e.g., FreshService, ServiceNow).

Communication Skills:

• Strong verbal and written communication skills.

• Ability to explain technical issues to non-technical users clearly and concisely.

Problem-Solving Skills:

• Analytical thinking to diagnose and resolve technical problems.

• Ability to prioritize and manage multiple tasks effectively.

Customer Service Orientation:

• Friendly and patient demeanor to provide excellent customer service.
• Ability to remain calm and professional under pressure.

Organizational Skills:

• Efficient in documenting support activities and maintaining records.
• Ability to follow processes and procedures accurately.

Qualifications:

Education:

• A bachelor's degree in a related field (e.g., Information Technology, Computer Science) is preferred

Certifications (optional but beneficial):

• CompTIA A+

• ITIL Foundation

• Microsoft Certified: Modern Desktop Administrator Associate

Experience:

• At least 2-5 years' relevant experience with Microsoft 365 administration.

• Previous experience in a technical support or customer service role is advantageous.

• Familiarity with remote support tools and techniques.

Other Requirements:

• Ability to work in shifts, including night shifts and weekends.

• Strong attention to detail and a proactive approach to identifying and resolving issues.

• Ability to work independently and as part of a team.

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