IT Support Officer

1 day ago


Ortigas Metro Manila, Philippines vCustomer Philippines, Inc. Full time ₱250,000 - ₱350,000 per year

The offshore IT Support Officer will be responsible for Level 1 IT Support including password resets, MFA resets, and remote access to laptops. The officers will also be responsible for adding users to Active Directory and Okta Groups as well as providing general IT help to business users.

The role will conduct troubleshooting exercises utilising company specific IT documentation. The role will require cross-collaboration with both business users and the onshore IT teams for escalations, to align on processes, share insights, and address challenges.

Requirements

•Experience in IT helpdesk/IT support

•Knowledge of ITIL framework

•Familiar with ITSM tools (ServiceNow and JSM)

•Technical proficiency

•Problem-solving and analytical skills

•Communication skills

•Attention to detail

Skills:

•Ticket logging and categorisation

•Initial troubleshooting & diagnosis

•Issue resolution

•Escalation

•User communications

•Knowledge management

•Configuration changes

•(L1 and L1.5 outsourced, augmentation)



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