Technical Support

1 week ago

Paranaque City, Calabarzon, Philippines Tap Growth ai Full time

Level 1 Technical Support

Para
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*aque | Nightshift | Onsite

The Technical Support personnel shall provide end-user support, equipment maintenance, incident handling, documentation, asset management, and vendor coordination to ensure that all IT equipment, terminal devices, software, and related peripherals remain fully operational.

  • Provide answers and assistance to clients by identifying issues, researching solutions, and guiding users through corrective actions.
  • Improve client reference materials by writing, updating, and maintaining support documentation.
  • Support the development of client training programs by identifying learning needs and recommending appropriate instructional content.
  • Recommend assistive devices or techniques to support clients with disabilities.
  • Ensure compliance with service agreements to avoid legal and contractual issues.
  • Fix, troubleshoot, and maintain terminal equipment including PIDS (ads and firmware updates), ACG (Automatic Control Gate), IPC Bay, entrance/exit barriers, and bus operator POS systems and printers.
  • Fix, troubleshoot, and maintain office IT equipment such as laptops, desktops, and printers, including coordination with vendors for warranty or service requirements.
  • Ensure all meeting room equipment is fully functional, including TV displays, projectors, microphones, cameras, and sound systems.
  • Install, troubleshoot, and maintain door access control systems.
  • Coordinate with vendors for laptops, desktops, printers, and other IT peripherals.
  • Perform basic telephony support and escalate issues to vendors when necessary.
  • Ensure that only required and properly licensed software is installed and kept up to date.
  • Serve as the gatekeeper for usernames and passwords (Domain, WiFi, TOS, CTS, Door Access).
  • Maintain and update software and hardware inventory using SNIPE.
  • Monitor IT equipment using Zabbix and Cacti monitoring tools.
  • Fix, troubleshoot, maintain, or replace UPS (Uninterruptible Power Supply) units.
  • Escalate issues to and assist higher-level System and Network support teams when required.
  • Provide IT setup, supplies, and technical support for events and tenant requirements.
  • Create and update policies and procedures related to Technical Support operations.
  • Monitor expiring software licenses and service subscriptions.
  • Perform scheduled preventive maintenance for all IT hardware.
  • Identify system performance issues and recommend corrective or improvement measures.
  • Maintain job knowledge by attending training sessions, maintaining personal learning networks, and staying up to date with new technologies.
  • Ensure IT mission success by completing additional related tasks as required.

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