IT Technical Support

3 days ago

Ayala Alabang, National Capital Region, Philippines NTT Philippines Digital Business Solutions Inc. Full time ₱216,000 - ₱240,000 per year
  • Monitor cases in Ticketing tool queues.
  • Receive P4 Incidents, Work Orders or "Task Tickets" in Helpmate.
  • Acknowledge and reach out to requester.
  • Look into the reported issue/approved work order and address it within agreed SLA's.
  • Update Log notes in ticketing tool.
  • Resolve ticket after selecting relevant resolution categories in ticketing tool.
  • Incidents and work orders might involve:
  • Troubleshooting issues related to Hardware, OS, Standard Office Suite and Browsers.
  • Hardware support to Desktops, Laptops, Thin Clients. First level support to Printers, Scanners and Multi-Function Devices.
  • Installations, Movement, Transfer, surrender of Desktops/Laptops/ Thin Client, Printers, Scanners, MFP's and mobile devices like iPads etc.
  • Installation of end points to be done as per organization Hardening guidelines through MDT setup.
  • Installation, Transfer and removal of business specific applications and their upgrades.
  • Support New Transitions, Ramp Up's/Down's, Business migrations/Site Consolidations Projects.
  • Support Infra Projects (Refresh/Upgradations/Migrations/New Technology Rollout)
  • Knowledge of Media disposal tools like Kill Disk/Eraser/Degausser.
  • Provide Hands and Feet support to other IT Teams for any scheduled activities.
  • Coordination with Vendor Partner for any issues for warranty and other escalations.
  • Installation, troubleshooting of equipment in data center, mux and hub room. This may include physically upgrading internal system components (CPU, RAM, HBA, memory hard drives, fibre cables, copper, and more.
  • Maintain Physical CMDB/U level diagram, DC layout for all installed devices inside DC & Hub rooms
  • Well versed with Data Centre Hygiene activities (Physical vs environmental controls)
  • Change management process awareness and ensure it is followed for all infra changes (Break fix/new installation/decommissioning/upgradation).
  • Activation & de-activation of Data & Voice ports and troubleshooting any port related issues
  • Physically assist in moving and racking/stacking equipment
  • Conducting Physical validation of devices in DC and work with cross functional team to mitigate any single point of failure identified.
  • Capturing Sniffer and Ethereal / Wireshark log
  • Physical support for Decommissioning and troubleshooting of Voice devices/Voice Gateways/Circuit packs and Phones
  • Installation/configuration and movement of different types ( IP, TDM,SIP) of phones on floor
  • Maintaining CMDB of phones installed on floor.
  • Tracing and laying new cable in DC and MUX room, Cable dressing and ensuring sustenance of same in Hub rooms

QUALIFICATIONS:

  • Must be a graduate of any 2-year IT related course or above with 2-3 years of relevant experience in supporting end users, providing Hands and Feet support for Data Centers/Hub Rooms and Telecom Infra in ITES/BPO Industry.
  • Strong domain knowledge and technical orientation.
  • Knowledge of network and server devices

Job Types: Full-time, Permanent

Pay: Php18, Php20,000.00 per month

Benefits:

  • Company Christmas gift
  • Company events
  • Health insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Work Location: In person

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