Job description:
The IT End-User Computing Engineer delivers mission-critical services ensuring the highest level of availability, performance, security and customer satisfaction. This role is responsible for the timely resolution of technical issues and the maintenance of hardware, software, and systems. Furthermore, the role necessitates the development of skills in emerging service areas to support business growth.
What you will be doing:
- Responsible for managing the life cycle of all service-raised incidents and service requests while ensuring adherence to the ticket SLAs and highest level of customer satisfaction.
- Maintain computer hardware and software, including vendor liaison for faulty parts replacement.
- Handle IT equipment deployment, setup, retrieval and storage, and assist with logistics arrangements with third party logistics providers/vendors.
- Perform installation, configuration, testing, and maintenance of operating systems, application software, and system management tools.
- Independently diagnose, troubleshoot, and resolve issues, escalating only when absolutely necessary.
- Provide timely and professional support to customers, ensuring minimal disruption to business operations.
- Collaborate on projects focused on continuous improvement, and deliver work effectively to meet targets and deadlines.
- Ensure that all activities and decision-making processes are in alignment with, and adhere to, established IT security policies and procedures.
What we are looking for:
- 2-3 years experience providing end-user computing support.
- Expert in supporting Windows and Mac operating systems. Familiarity with Linux OS is an advantage.
- Experience with enterprise applications, including MS365, Google Workspace, Endpoint security tools (e.g. BitDefender, Crowdstrike), collaboration tools (e.g. Slack, Teams, Zoom), and file-sharing services (e.g. GDrive, DropBox, OneDrive).
- Familiarity with Mobile Device Management tools and basic scripting is an advantage.
- Ability to multitask and possess strong troubleshooting skills.
- Willingness to upskill and to learn and adapt to new technologies.
- Basic understanding of ITIL framework with a willingness to learn and apply best practices.
- Exceptional customer service, a results-oriented mindset, and the ability to excel in a dynamic startup environment.
- Excellent written and verbal English communication skills to effectively interact with international teams, vendors, and clients.
- Must be based within Metro Manila, Philippines
- Amenable to report On-site as per business needs (e.g. IT equipment setup or storage, critical issue troubleshooting).
- Willing to work on a shifting schedule (24/5 operations, Monday to Friday)
