Deskside Support Technician

2 weeks ago

Cebu City, Central Visayas, Philippines Sharp Brains Full time ₱60,000 - ₱120,000 per year

Position: Deskside Support Technician - L2 Support

Contract Duration: 01-Year (Extendable/Maynot)

Contract Type: B2B-Freelancing Contract

Working Type: On-Premises (Visit)

Location: Cebu, Central Visayas, Philippines

Paid Hourly: $20ph, $80-4Hrs_(Half Day), $120-6Hrs_(Full-Day)

Overview

The
Band 2 – DesktopTechnician
will provideday to day local\remote desktopsupport, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system.

The candidatewill also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

DesktopSupport Engineer providesBreak Fix, fault diagnosis and resolution.

Providing fault analysis to customer's variouscore operating systemsand platforms, as well be able to provide support and apply desktop fault resolution for the approvedapplication suite. Ideal candidate should have 2-3 years' experience in Windows Desktop support.

Role Functions & Responsibilities

  1. Provide first/second level contact and problem resolution for customer issues.
  2. Work with Third Party Vendorsto remediate complexAV issues as needed.
  3. Provide timely communication on issue statusand resolution.
  4. Maintain ticket updatesfor all reported incidents. e) Install, upgrade,support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
  5. Should have basic knowledgeof Mac operating system, to support Apple pc users.
  6. Install, upgrade, supportand troubleshoot for printers, computerhardware.
  7. Performs general preventative maintenance tasks on computers, laptops, printers.
  8. Performs remedial repairson Desktops, laptops,printers and any other authorized peripheral equipment.
  9. Use diagnostic toolsto troubleshoot problemsassociated with networkconnectivity, and workstation hardware/software.
  10. Broad experience of IT with basic understanding of Networks, Servers,Audio/Visual, Smart Devices and Telecoms.
  11. This position requiresthe ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Required Qualification & Skill Set

  1. Bachelor's Degree or equivalent in Computer Scienceor related field.
  2. CompTIA A+, Microsoft Certified Professional (MCP)or better.
  3. Minimum of 18 months years of IT experience.
  4. Windows 7-10, MicrosoftActive Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
  5. Mobile device management including IOS and Android devices,Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
  6. Proven analytical, troubleshooting and problem-solving skills.
  7. Proven ability to multi-task, effectively determine priorities and meet SLA's.

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