End User Support Specialist

3 days ago

Mandaluyong City, National Capital Region, Philippines DFI Retail Group Full time ₱400,000 - ₱600,000 per year

Team Brief

Is this your next challenge in providing end-user support?

As a member of the End User Support Services Team, you will be responsible for delivering an exceptional end-user experience while providing support for IT services and applications.

  • Leadership
    – Drive the strategy for product lines and the support of End User Services solutions to align with DFI's objectives.
  • Governance
    – Develop and document standards based on industry best practices and insights gained from team experiences and successes.
  • Service Delivery
    – Ensure robust and reliable service delivery to customers.

The Challenge is to:

Responsibilities

  • Deliver services as outlined in the Service Catalogue and ensure compliance with agreed service levels.
  • Maintain consistency and quality of work by adhering to established Standard Operating Procedures (SOPs).
  • Accurately record, track, and document Service Now requests, including the problem-solving process and actions taken, through to final resolution.
  • Assist in the Testing and Implementation of approved software and hardware upgrades, updates, and system solutions, in coordination with management and third-party vendors as required.
  • Maintain comprehensive documentation of resolutions and operating procedures.
  • Perform hands-on technical support at the desktop level, including installing and upgrading software, conducting file backups, and configuring systems and applications as necessary.

Do you have experience in the following?:

  • Ability to communicate clearly and professionally with external vendors and partners as needed.
  • Strong experience in hardware and software installation and configuration.
  • Knowledge of networking, with emphasis on LAN and WAN infrastructure.
  • Experience working in Microsoft operating environments.
  • Practical experience in systems administration and support of a multi-site network in a similar technical support capacity.
  • Thorough understanding of key aspects of IT infrastructure, including servers, desktops, laptops, switches, and related components.
  • Proven ability to work effectively both independently and as part of a team.
  • Hands-on experience with Microsoft Active Directory, including user and group management.
  • Understanding of basic network management concepts (TCP/IP, Wireless, DNS, DHCP) and administration of various network devices.
  • Strong troubleshooting skills for Microsoft Windows 10/11, Microsoft Office suite, Office 365, MS Exchange, Outlook, local and LAN printers, Wi-Fi, VPN, internet connectivity, and communication tools.

If you have the right skills and experience, this is an opportunity to build your career with Pan Asia's leading retailer.

DFI Retail Group is an equal opportunity employer and responsible for ensuring that all personal information collected from each Candidate presented to DFI Retail Group is used for recruitment purposes only and the personal data will be kept and handled confidentially. We will retain the applications of candidates not selected for a period of no more than 24 months. The data collection process is in accordance with all applicable laws and compliant with the Code of Practice on Human Resource Management.

To find out more about Our Businesses and Our People, please visit our website:

Issued by The Dairy Farm Company, Limited

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