IT Support Specialist

3 days ago


Cebu City, Central Visayas, Philippines XtendOps Full time

IT Support Specialist – BPO Setup (Quick Guide)1. Infrastructure

  • Workstations (PC/Laptop), headsets, webcams
  • High-speed, redundant internet connection
  • Routers, switches, firewall
  • Backup power (UPS, generator)
  • Server or cloud environment (if applicable)

  • Software & Systems

  • Operating System (Windows/Mac)

  • Antivirus & security tools
  • VPN and remote access tools
  • Ticketing system (Zendesk, Freshdesk, ServiceNow)
  • Communication tools (Teams, Zoom, Slack)
  • WFM and CRM systems (Genesys, NICE, Salesforce, etc.)

  • Network & Security

  • User access control and permissions

  • Data protection and compliance (ISO, SOC2, GDPR if needed)
  • Regular patching and updates
  • Backup and disaster recovery plan
  • Endpoint monitoring

  • IT Support Functions

  • Device setup and deployment

  • User onboarding/offboarding
  • Password resets and access issues
  • Hardware and software troubleshooting
  • Network and connectivity support
  • Incident and problem management

  • Staffing & Coverage

  • Level 1: Basic troubleshooting

  • Level 2: Advanced support
  • Level 3: Systems and infrastructure
  • 24/7 or shift-based support aligned with operations

  • Documentation & Process

  • SOPs and runbooks

  • Escalation matrix
  • Asset inventory tracking
  • Change management process
  • Knowledge base for agents

  • KPIs to Track

  • First Response Time

  • Resolution Time
  • Ticket Backlog
  • User Satisfaction
  • System Uptime

Job Type: Full-time

Pay: Php25, Php30,000.00 per month

Benefits:

  • Health insurance

Work Location: In person



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