MSP_IT Systems Support Analyst

3 days ago

Manila, National Capital Region, Philippines SCALABLE OS CORP. Full time $40,000 - $60,000 per year

SUMMARY

The IT Systems Support Analyst is responsible for providing first-level help desk support and assisting in delivering a stable and reliable end-user computing environment that supports the company's business goals and objectives. This position will work with a team managing the design and support of all end-user-facing IT operations. Additionally, the role involves assisting with deployments of applications and hardware, as well as end-user management.

An excellent IT Systems Support Analyst must have good technical knowledge and be able to communicate effectively to understand problems and explain solutions. They must also be customer-oriented and patient when dealing with challenging customers.

The goal is to create value for clients that helps preserve the company's reputation and business.

JOB RESPONSIBILITIES

  • Serve as the first point of contact for customers seeking technical assistance over the phone or via email.

  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.

  • Determine the best solution based on the issue and details provided by customers.

  • Walk customers through the problem-solving process.

  • Understand network concepts: TCP/IP, LAN/WAN, DHCP, DNS technologies.

  • Direct unresolved issues to the next level of support personnel.

  • Work directly with senior team members.

  • Provide accurate information on IT products or services.

  • Record events, problems, and their resolutions in logs.

  • Collaborate with senior team members to ensure the organization is supported with accurate, efficient, and productive tools, ensuring systems are stable and secure.

  • Identify and suggest possible improvements to procedures.

  • Create help desk tickets and assist in prioritizing tickets.

QUALIFICATIONS

  • BS/BA in IT, Computer Science, or a relevant field is a plus.

  • MSP experience

  • Tech-savvy with working knowledge of office automation products, databases, and remote control.

  • Good understanding of computer systems, mobile devices, and other tech products.

  • Network experience: TCP/IP, LAN/WAN, DHCP, DNS technologies.

  • Ability to diagnose and resolve basic technical issues.

  • Proficiency in English.

  • Excellent communication skills.

  • Customer-oriented and cool-tempered.

  • Ability to work in a fast-paced and high-demand environment.

  • Creativity in problem-solving.

JOB REQUIREMENTS

  • Should be willing to accept a long-term work-from-home arrangement.

  • Should be amenable to a permanent night shift schedule.

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