IT Support Specialist

You will specifically be expected to:

• Resolving incoming client and personnel IT queries remotely via phone or ticket
• Independently solving standard tickets; Support in difficult situations with guidance from supervision and collaborate with other IT teams globally on ticket resolution (including external support)
• Familiarity with the global ticketing system and work in resolving tickets within the SLA - appropriate for the priority of the ticket
• Provide technical support to both internal and external end-users and in a production environment which includes diagnosing, and troubleshooting mechanical equipment, systems, software, and wireless network system
• Troubleshoot peripheral devices such as printers (label, ink, laser, follow you/me) remotely
• Administration of user accounts and computers in AD; Administration of network resources, management of security groups and e-mail groups in AD
• Troubleshooting O365 related issues
• Continuously strive to improve and identify opportunities to increase efficiency and expand service coverage
• Documenting processes, knowledge base, and maintaining service desk records
• Expected to work in a rotational shift schedule - 4x12 in a 24/7 environment
• Participation in projects and other tasks ordered by a manager under a medium level of supervision Experience

Experience

• Bachelor’s Degree in Information Technology / Computer Engineering or related discipline.
• Minimum 3 –5 years of IT technical experience working on hardware, software, and peripherals troubleshooting; production environment exposure will be a plus
• English required, other languages a plus
• Proficient in Windows 10 and 7, Office 365 –including installation and troubleshooting
• General understanding of commonly used IT technologies including PC support and mobile devices
• Certified in ITIL will be preferred Performance and personal competencies
• A people-oriented person who is always looking for solutions and bringing quality improvements, with a “can-do” attitude.
• Strong team player with teamwork spirit.
• A natural problem solver trait and can think outside the box.
• Excellent communication, interpersonal and intercultural skills working with users and teams
• Display strong communication and stakeholder management skills to work with people across all levels and seniority.
• A creative and innovative individual to drive and bring new ideas to the team

Department: Information Technology
Role: Infrastructure, Operations & Services
Locations: Makati Philippines
Remote status: Fully Remote