IT Service Desk Engineer - Ortigas

WORK SETUP: 4 day compressed work week. 3 days off (weekends not guaranteed)
SCHEDULE: 7am - 7pm or 7pm - 7am shifting schedule. Rarely changes.
LOCATION: Rockwell Business Center Ortigas (Full Onsite)

QUALIFICATIONS:
• Candidate must possess Bachelor’s Degree in Computer Engineering, Computer Science, Information Technology or equivalent.
• With 1 to 2 years of working experience in IT Service Desk or Technical Support related field.
• For Fresh Graduate, must have OJT experience in Service Desk/Helpdesk
• Self-motivated, well organized and has good customer service mindset/skills.
• Excellent oral and written English communication skills.
• Fast learner and has the ability to adapt to fast paced/changing environment.
• Possesses a strong sense of urgency and accountability.
• A team player who is able to do cross-team collaboration and communication.

Required Technical Expertise:
• Excellent hands-on experience in PC Hardware and Telephony Support
• Knowledgeable and with hands-on experience on the following:
• Microsoft Office Applications, Active Directory, Microsoft Exchange, Microsoft WSUS/SCCM, Microsoft Office 365, Microsoft SharePoint, Microsoft OneDrive, Microsoft MS Teams
• Microsoft Windows Server 2003, 2008 and 2016
• Windows 7/10 Enterprise, Macintosh, IOS and Android
• Cisco WebEx, Zoom, Slack
• Experience in network configuration and troubleshooting (VPN, DNS, LAN)
• Knowledgeable with Virtualization and Cloud Computing (VMware, AWS, Azure)

RESPONSIBILITIES:
• Provides first line support via different support channels - phone, chat and/or email.
• Logs and manages Service Desk support tickets and requests for Philippines site
• Provides support for onsite meetings, events, and physical troubleshooting/repair of hardware and connectivity.
• First level onsite and/or remote support for client software issues and requests including but not limited to the following:
o Desktop Windows OS
o Desktop MAC OS
o Microsoft applications
o Business applications (Adobe, Salesforce, Zoom, etc.)
• Diagnoses and resolves technical hardware and software issues including Telephony support.
• Assists with the continuous improvement of support methods for remote employees to uphold high levels of customer service across the organization. Identify technical / process opportunities through process optimization and automation.
• Records incident reports of significant and recurring problems to track the corrective action process.
• Drives positive user experience by providing great customer experience and build strong rapport with users and service teams.
• Procures, setup & configure, and dispose of equipment for employees as needed.
• Performs other duties as determined by Team Lead.