IT End User Support

5 days ago

Manila, National Capital Region, Philippines ABSI Full time ₱40,000 - ₱80,000 per year

Job Summary:

The IT Technical Support Specialist is responsible for providing on-site and remote support to end-users, ensuring timely resolution of hardware, software, and network-related issues. The role involves hands-on troubleshooting, user assistance, and coordination with vendors and internal teams to maintain efficient IT operations and endpoint reliability.

Key Responsibilities:

1. Installation, Move, Add, Change (IMAC) Services:

  • Assist in receiving, verifying, and delivering IT equipment and peripherals.
  • Install, relocate, or configure IT devices as needed.
  • Perform device swaps and conduct post-installation health checks.
  • Create and update technical recommendations and documentation.
  • Coordinate with third-party vendors for equipment deployment and support.
  • Provide support for video conferencing systems and onsite events.
  • Facilitate warranty claims and update asset information in inventory systems.

2. Break-Fix Support:

  • Diagnose and resolve hardware and software issues for supported IT devices.
  • Coordinate dispatch and repair services, including warranty and vendor claims.
  • Manage Original Equipment Manufacturer (OEM) warranty processes and service follow-ups.

3. Deskside Support:

  • Troubleshoot system and software conflicts and perform necessary fixes.
  • Backup user files and reformat or reimage systems when required.
  • Perform preventive maintenance and onsite troubleshooting for printers and mobile devices.
  • Deliver personalized support for executives and VIP users.

4. Hands-and-Feet Support:

  • Execute technical instructions provided by remote teams (e.g., Network Operations Center).
  • Assist in servicing network and server/storage equipment based on step-by-step guidance.
  • Handle physical equipment swaps and perform hardware checks.

5. CCTV Basic Support:

  • Conduct Level 1 support for CCTV systems including basic connectivity and functionality checks.
  • Assist in navigation of DVR/NVR systems and ensure camera connectivity.

6. Endpoint & Asset Management:

  • Maintain up-to-date inventory of IT assets within the assigned area.
  • Install and manage IT asset tracking software on devices.
  • Ensure all IT endpoints are registered and accounted for in asset management systems.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
  • Proven experience in technical support, help desk, or deskside support roles.
  • Proficiency in troubleshooting Windows-based systems, hardware, printers, and networking.
  • Strong problem-solving and analytical skills.
  • Effective communication skills with the ability to explain technical issues clearly to non-technical users.
  • Familiarity with endpoint security, system imaging, and asset management tools.
  • Adaptability and willingness to learn emerging technologies and IT practices.

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