Service Desk Cebu

2 weeks ago

Cebu City, Central Visayas, Philippines Accent Micro Technologies, Inc. Full time $70,000 - $120,000 per year
Position Overview:

We are seeking a Technical Support Specialist with a strong background in PC/Laptop troubleshooting and mid-range application monitoring. The ideal candidate will provide on-site technical assistance, perform proactive problem solving, and deliver high-quality support services to end users in a dynamic IT environment. This role requires a blend of hands-on technical skills and excellent communication abilities.

Key Responsibilities:
  • Provide on-site technical support or coordinate engineer dispatches as required, in collaboration with the customer's designated Help Desk.
  • Deliver break/fix support for distributed computing equipment and software under AMTI's responsibility.
  • Conduct proactive and reactive troubleshooting to identify and resolve technical issues, minimizing downtime and optimizing performance.
  • Offer user assistance and training for hardware and software usage, ensuring effective use of IT resources.
  • Install and configure standard operating systems, tools, and applications as defined by the customer.
  • Administer installation, upgrades, and management of the customer's core image and licensed software (Image Services).
  • Detect, analyze, and repair OS-related faults; resolve system execution issues.
  • Support software testing, including loading software on test systems and validating functionality and compatibility.
  • Manage the change control process for production and test environments.
  • Assist in facilities planning related to IT setup in new or modified workspaces, including desktop and basic network connectivity planning.
Minimum Qualifications and Skills:
  • Education: Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
  • Experience: Minimum of 1 year IT onsite support/service desk experience.

  • Technical Skills:

  • Strong troubleshooting and analytical skills for PC/Laptop issues.

  • Experience in mid-range applications monitoring.
  • Solid understanding of distributed computing environments.
  • Familiarity with operating systems, imaging tools, and software installation processes.

  • Soft Skills:

  • Excellent verbal and written communication skills.

  • Strong logic and problem-solving skills.
  • Customer-focused approach with the ability to work independently or within a team.
Preferred Qualifications:
  • Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.
  • Experience with ITIL-based service environments.
  • Familiarity with change management and test system validation procedures.
Working Conditions:
  • May require physical presence at multiple customer locations.
  • Rotational on-call support or extended hours may be required based on service levels.

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