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IT Support Officer

MicroSourcing

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1-3 Years
11 days ago
43 Viewed
5 Applied

Job Description

Role and Responsibilities
  • Maintain and monitor requests within the support desk ticket system.
  • Respond and resolve support requests in a timely (meeting SLA's) and friendly manner.
  • Identify and escalate severity 1 & 2 incidents quickly.
  • Perform remote troubleshooting using problem solving techniques and asking relevant questions.
  • Set up accounts for new users, deactivate exiting users.
  • Assist with password resets, support for printers, bundy clocks, MFA, etc.
  • Software - Deploy software to PC's, general troubleshooting.
  • Set up new PC's, mobile phones and other hardware for shipment.
  • Triage problem hardware (e.g. driver and yard handhelds) and arrange repairs.
  • Test new technology.
  • Suggest improvements to the service desk.
Qualifications and Skills
  • Minimum 1 year work experience in an IT technical support role.
  • Preferably Microsoft Certified in basic IT support (e.g. MCSA, MCSE).
  • General working knowledge of ITIL processes.
  • Desktop and application know-how within a Windows environment.
  • Microsoft-related knowledge active directory, Office 365 package including Teams, Sharepoint and Onedrive.
  • Android mobile knowledge using an MDM to push applications, track phones, send alerts, etc.
  • Problem solving ability.
  • Excellent interpersonal and communication skills
  • Solid understanding of customer service principles.
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Founded in 2006, we pioneered a new way of offshoring. This model involves setting up an overseas division of your company and getting a local specialist to handle facilities, IT, labor laws, recruitment and HR, while you retain control over quality and productivity. Today, we&#8217&#x3B;re still one of the largest and most experienced offshoring providers in the Philippines, with 400+ active clients and 6,000+ employees. We operate within purpose-built, class-A facilities that are strategically located for access to Manila&#8217&#x3B;s most talented people. We&#8217&#x3B;re backed by our Australian parent company, Probe and we&#8217&#x3B;re ISO certified.

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