IT Support Specialist
3 days ago
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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