Job Description
Key Functions
• Monitor ticket queue and phone calls.
• Gather and research information.
• Take ownership of seeing the issue to closure.
• Produce and maintain client documentation, organize customer information.
• Remote assistance and visits with customers as required.
• Assist with monthly patching and maintenance as well as documentation standardizing.
• Being able to maintain systems is assumed, being able to troubleshoot software and hardware issues will put you in the front of the line.
• Provide technical assistance with computer hardware and software
• Recommend and or advise hardware and software improvements
• Resolve high-level help desk support requests as needed
• Maintain safe and clean working environment by enforcing procedures, rules, and regulations
IT Skills
• Customer-focused - Seeks to understand customers and businesses. Focused on getting client productive again
• IT minded not necessarily IT knowledgeable - Detail-oriented, logical thinker, good problem solver
• Works well with people - Basic customer service and communication etiquette - in person, phone, email, text.
• Persistent - Stays until the job is done, doesn't give up on an issue, thinks of creative solutions
• Communicates - Quickly responds to tickets, texts, and emails with clear information
• Trainable - Loves to learn. Doesn’t stop learning when off the clock
• Team player - It's a requirement that you be able to teach and learn from other staff
• Must have three years of direct user support
Minimum Qualifications
Qualifications and Requirements (or equivalent experience):
• Certifications - CompTIA Network+, CompTIA Security+, CompTIA A+ preferred but not required
• Degree in Computer Science, Computer Engineering, or related field; experience will be considered in lieu of a degree
• 4 – 5 years’ experience in working within a technical support role, including proven and demonstrable PC (desktop and laptop), printer and other IT hardware troubleshooting skills
• 4 – 5 years’ experience with Microsoft technologies, including Windows 7/10 Operating Systems, Microsoft Office/Office365, Active Directory, and Exchange Management Console
• Knowledge of all core Microsoft technologies including Windows Server (2003-2019), Microsoft Office 365, SQL Server (2000-2016).
• A keen ability to troubleshoot software and end user workstation issues.
Perks and Benefits
Work from Home
Required Skills
- Network Administration
- Mac OS
- Network Security
- Active Directory
- Information security
- Computer System Administration
- Microsoft / MS Exchange
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- Manila, Philippines, Metro Manila
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