Technical Support Engineer

1 week ago

San Fernando, Ilocos, Philippines Asialink Finance Corporation Full time

Key Result Areas

  • Technical Support

  • Sustainable IT Operations

  • Service Delivery

  • Infrastructure Service Support

  • Data Backup and Inventory

Key Responsibilities:

  • Provide end-user support, resolving technical issues related to desktops, applications, network connectivity, and other IT-related concerns.

  • Meet service level agreements (SLAs) for desktop support, achieving an 80% resolution rate as per the Desktop support matrix.

  • Document all support interactions and resolutions in the ticketing system.

  • Proactively identify areas for improvement and implement new processes and projects to optimize IT operations.

  • Contribute to the development of quality plans, practices, and programs that enhance the efficiency and effectiveness of the IT Operations Team.

  • Install, configure, and administer workstations in your assigned area, ensuring optimal performance and security.

  • Ensure that all workstations are properly configured, updated, and optimized.

  • Monitor and maintain network uptime, striving to achieve a 99.96% uptime rate.

  • Ensure seamless and reliable internet connectivity for all users in your area.

  • Implement and maintain backup procedures for firewall configurations.

  • Update and maintain an accurate inventory of workstations and ISP connections.

Key Requirements:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.

  • 6 months to 1 year of experience in a technical support role, providing desktop support for a wide range of applications and operating systems.

  • Strong understanding of Windows operating systems, software applications, and networking concepts.

  • Excellent troubleshooting and problem-solving skills.

  • Ability to communicate technical information clearly and effectively to non-technical users.

  • Strong interpersonal and communication skills.

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

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