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KMC Solutions

Senior IT Service Desk for Clark, Pampanga  

KMC Solutions

  • Mabalacat, Philippines
    5F, Mabalacat, Pampanga, Philippines
    Mabalacat
    Pampanga
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 19 days ago

2024-08-31T16:00:00+00:00
Job closed.

Job Description

Overview

As a Sr. IT Service Desk at KMC Fanatics Philippines, you are here to join our world-class support team. You will be responsible for end-user hardware and software support. You will assist with onboarding activities like HW/SW configuration and distribution. You will help resolve technical issues and provide technical advisory, ensuring our internal users receive exemplary support and services. You will be responsible for meeting key metrics/KPIs and SLAs/timelines while adhering to all SOPs and guidelines. You are expected to contribute to the identification and creation of support documentation such as knowledge base articles, service advisories, and user-facing guides and help improve the support process by providing feedback from observations in the daily routines.

Job Responsibilities

  • Provide technical support to internal users and external partners
  • Respond to user inquiries via all support channels (e.g., Slack, Email, Jira, etc.)
  • Gather and present support metrics and activities to management.
  • Remain current on technology and support trends.
  • Help onboard new service desk analysts and personnel
  • Ensure trouble tickets are kept up to date as well as provide timely and accurate updates to the reporter.
  • Help maintain and update onboarding documentation and processes for new hires
  • Help ensure that processes used by the service desk team are well-documented and communicated
  • Triage service requests and escalate as necessary with the IT functional teams (e.g., Security, Engineering, DevOps, etc.) on major initiatives to ensure alignment of support activities across the organization.
  • Help maintain current and detailed inventory for all Company-owned computers and mobile devices
  • Preparing reference material for users by drafting operation instructions and updating the company knowledge base with tech tips
  • Report common issues identified with service partners to management for escalation
  • Ability to work with minimal supervision (e.g., use company documentation and/or research using traditional and online resources)
  • Must be available for on-call rotation after normal business hours and on weekends
  • Must be open to occasional travel to FBG offices (Manila and Clark site) and other locations for conferences, events, meetings, and team-building activities.

Minimum Qualifications

Job Qualifications

  • 5+ years of relevant experience providing technical support in a continuous delivery environment
  • Can accommodate any flexible schedule depending on business needs
  • Solid experience maintaining end-user hardware equipment
  • Solid technical skills, both functional and non-functional
  • Must have professionalism, patience, and a people-first attitude
  • Excellent communication and interpersonal skills – verbal and written
  • You have a detailed oriented approach
  • Positive and flexible attitude to work in a fast-paced environment and a willingness to embrace new initiatives
  • Excellent influencing and problem-resolution skills
  • Knowledge of Information Security best practices
  • Experience working in a hyper-scale tech start-up is preferred
  • Preferred but not required administering and troubleshooting the following is: Okta, Google Workplace, Chrome OS, Jira, Confluence, Slack, MDM / MAM Solutions (e.g., JAMF, Workspace ONE, etc.)

Perks and Benefits

  • Medical / Health InsuranceMedical / Health Insurance
  • Performance BonusPerformance Bonus
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Paid HolidaysPaid Holidays
  • Paid Vacation LeavePaid Vacation Leave
  • Maternity & Paternity LeaveMaternity & Paternity Leave

Jobs Summary

Job Level
Associate / Supervisor
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
One West Aeropark, Clark
Industry
Business Process Outsourcing
Vacancy
3 openings
Website
https://www.kalibrr.com/c/kmcsolutions/jobs

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About KMC Solutions

KMC Solutions provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion. Work with Us. Grow with Us. Our company provides email and live chat services to our clients for a Tech firm in the US and AUS, as well as monitoring for fraudulent customer trends and finance.

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