Branch IT Support

1 week ago

Manila, National Capital Region, Philippines Eight Under Par (Pawnshop Operator), Inc. Full time ₱104,000 - ₱130,878 per year

The Branch IT Support is responsible for providing on-site and remote technical support to branch personnel  and other units within the cluster by addressing hardware, software, network, and peripheral issues. The role ensures branch IT systems are functional and available to support daily business operations, following defined standards and escalating issues as needed. 

Role and Key Responsibilities:

  1. Respond to branch IT support tickets assigned through the service desk system.

  2. Review assigned incidents or requests on ESM or via SMS/email.

  3. Acknowledge and communicate with the requesting branch for initial triage.

  4. Log start time and resolution updates accurately.

  5. Perform troubleshooting of hardware and software issues.

  6. Diagnose common issues with desktop computers, printers, and other IT equipment.

  7. Apply routine fixes such as reboots, cable checks, software reinstalls, or settings adjustments.

  8. Replace consumables like printer spare parts or UPS batteries when needed.

  9. Be proactive in researching and adapting to newly encountered issues.

  10. Escalate complex problems to senior branch IT support.

  11. Recognize when issues go beyond assigned resolution capabilities.

  12. Document attempted steps before escalating.

  13. Coordinate site visits or parts replacement as advised.

  14. Assist with deployment and retrieval of IT equipment.

  15. Set up devices during new installations or replacements under supervision.

  16. Retrieve defective or redundant IT assets and return to cluster stockroom.

  17. Handle equipment properly to avoid transport damage.

  18. Conduct routine preventive maintenance activities.

  19. Perform monthly health checks per checklist of IT assets.

  20. Report findings and complete documentation.

  21. Identify and report any computer anomalies for further investigation.

  22. Support asset tagging and inventory tracking.

  23. Ensure all deployed equipment is properly tagged and accompanied by Memorandum of Receipt (MOR) and recorded.

  24. Confirm serial numbers and user assignments are correct in logs.

  25. Report missing or unaccounted items.

  26. Follow IT policies, escalation procedures, and safety protocols.

  27. Avoid unauthorized system changes or local admin use.

  28. Escalate security or data privacy issues immediately.

  29. Provide basic end-user support and guidance to branch staff.

  30. Walk users through simple troubleshooting steps when needed.

  31. Help explain proper shutdown/start-up procedures.

  32. Promote secure IT usage practices.

  33. Update tickets with resolution details and close upon completion.

  34. Clearly record what was done, equipment used, and time spent.

  35. Attach supporting images when needed.

  36. Mark tickets resolved only after confirming user satisfaction.

  37. Provide support for CCTVs installation, maintenance and data retrieval whenever required and assist in electrical layout and connection.

  38. The employee may perform any other tasks assigned by the immediate supervisor as necessary.

Qualifications:

  • At least 4-year course in IT-related field.

  • 1–2 years experience in field technical support.

Preferred Certifications:

  • TESDA NC II – Computer Hardware Servicing

  • CompTIA A+ (preferred)

Success Metrics:

  1. Tickets resolved onsite.

  2. Response and resolution times.

  3. PM compliance rate.

  4. Incident documentation accuracy.

  5. Equipment deployment accuracy.

  6. User satisfaction per site visit.

  7. Repeat incident rate.

  8. Travel and attendance compliance.

  9. Timely report submission.

  10. Compliance to escalation protocols.

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