Job Description

The IT Support Technician is a vital member of our Information Technology team, tasked with providing essential IT support. The role plays a central part in maintaining a responsive and efficient IT support environment, ensuring seamless day-to-day operations. Responsible for resolving a variety of technical issues, requests and escalating complex problems as needed. Requires a hands-on approach to troubleshooting and resolving hardware, software, and network-related issues. Actively contribute to the documentation of technical procedures and user-facing guidelines to enhance knowledge sharing and facilitate efficient issue resolution. Plays a critical role in fostering a positive end-user experience while contributing to the overall functionality and security of our IT infrastructure.

• Provide quick and effective assistance with information technology systems.

• Guide end users remotely and in person through systems configuration, troubleshooting, and maintenance 

• Listen attentively to end users’ questions and concerns and offer optimal solutions.

• Prioritize customer satisfaction in all communications, directing unresolved issues to next level personnel.

• Work with IT Specialists to provide end users with superior service.

• Respond to technical inquiries via email, through online chats, over the phone, or in person.

• Walk end users step-by-step through the problem-solving process.

• Help with troubleshooting hardware and software.

• Follow up with end users to ensure satisfactory service.

• Communicate end user feedback to the appropriate internal team members.

• Under direct supervision from senior team members, provide help desk support.

  • Monitor and respond quickly and effectively to requests received through the IT helpdesk.
  • Troubleshoot and resolve all problems encountered with hardware and software. Escalate requests to the appropriate party, as needed. Replace or repair defective parts and equipment.
  • Provide on-site desktop/laptop support including new hardware setup, imaging, and deployment. Install and configure computer software, hardware, networks, and peripheral equipment.

• Responsible for regular desktop preventive maintenance and cleaning.

• Troubleshoot and resolve software and hardware issues quickly and efficiently.

• Document steps to help end users resolve technical problems.

• Develops and maintain technical and user facing documentations.

• Support the implementation of new solutions or applications.

• Create accounts for new users and assist with password or login problems.

• Test and evaluate new technology.

• Inventory Management of IT Equipment.

• Provide insight into technical requirements.

• Repair and replace equipment as necessary e.g., UPS Battery.

Requirements

Core Essentials:

• Bachelor’s degree in related field, equivalent work experience in the IT field, and/or industry certification(s)
• Minimum of 2-3 years prior experience in a Technical Support capacity
• Exceptional Customer Service and communication skills, both verbal and written
• Experience working as an IT help desk technician or in a similar customer support role.
• Must be a self-starter with the ability to adhere to procedure.
• Strong analytical, logical thinking and problem-solving skills
• Ability to diagnose and resolve a variety of technical issues.
• Team-oriented mindset with an openness to constructive feedback
• TESDA NC2 certification

Highly Desirable:

• Experience using Office 365 is a plus.

• Skilled in supporting Microsoft Technologies (O365, Active Directory, Azure, etc.)

• Working knowledge with various operating system and application e.g  Microsoft Windows 10, 11 and Microsoft Office application

• Working knowledge (Cisco, Mikrotik, WIFI AP, Switches)

• Tech savvy, with experience working in a tech-related field.

• Eagerness to learn new technologies and systems.

• Exceptional Customer Service and communication skills, both verbal and written

• Knowledgeable about endpoint protection and associated best practices.

• Proficient with Mobile Devices, wireless networks, and peripherals such as printers, scanner, etc.

• Excellent organizational and follow-up skills with strong attention to detail

Benefits

• Full-time contract.
• Working on site in our expanding office in Megatower.
• Team of like-minded people.
• Stable employment and professional growth in an international environment.
• A culture of diversity and inclusion to unite the most outstanding talents.

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