Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Job Description
Associate Support Analyst of DSS is tier 3 technical support role that deals primarily with hardware and device setups, software installations, and moderate to high complexity hardware/software troubleshooting issues escalated from tier 2 technical support. The ideal candidate must possess a working knowledge of desktop and laptop hardware components, hardware configurations, and have software troubleshooting experience.
Team: MBPS Desktop Support Services (DSS)Department: Enterprise Technology & Services – End User SupportTitle: Associate Support AnalystJob Grade: 3Location: MBPS ManilaWork Hours: (M - F) 24x5 Rotating Shift | Weekend support is a possibility depending on the demand and will be tagged as overtime.Nature of Job: Non-voice
Job Responsibilities:
Receive work tasks and incidents through the company’s enterprise ticketing system to install, diagnose and troubleshoot issues on any IT hardware/software on different platforms.
Log all problems and resolutions using company’s enterprise ticketing system and update work tickets real-time. This includes adding the status, next steps and detailed resolution steps for closure.
Respond to assigned tickets and requests of medium to high complexity escalated from the Service Desk.
Answer all email inquiries from the teams' group mailbox.
Conducts queue management for incident and request tickets.
Image or re-image computers from standardized base image and business unit application profile.
Install, support, diagnose and troubleshoot hardware and software issues for desktops, laptops, WYSE terminals and MAC. Minimal to average support for VDI and Citrix platform issues.
Configure and deploy iOS devices.
Lift and carry computer components to deploy at customer office/cube locations.
Remote problem solving through use of remote connection and installation tools, upgrading desktop hardware – RAM / Hard Drives / Video Cards etc.
Perform workstation movement and setups.
Perform printer configuration, setup and troubleshooting.
Perform troubleshooting of LAN, WLAN and VPN connectivity issues.
Performs AV-VC setup, standby support and troubleshooting.
Perform data migrations and assist in data restorations.
Create and maintain support documentation for the team based from fixes found during troubleshooting issues, as well as installation guides for software and PC builds.
Participate and performs tasks from any projects given to the team.
Conducts daily inventory of assets via asset inventory system.
Conducts all asset preparations and tracking end to end before deployment.
Provide immediate and proactive assistance for any BCP activities of the company.
Any additional tasks given by the management.
Job Requirements:
Good to strong troubleshooting knowledge on MS office applications and IBM Lotus Notes.
Strong troubleshooting knowledge with Windows 7, 10 and MAC.
Good troubleshooting knowledge with different communication devices and IT peripherals (i.e. Iphone, Ipad, Avaya , Headsets).
Strong troubleshooting knowledge with Laptops, Desktops , Wyse terminals, VDI and Citrix platforms.
Knowledge in VPN and networking troubleshooting.
Basic Microsoft Active Directory knowledge and usage
Knowledge in BitLock, Symantec Endpoint, MBAM and ServiceNow is a plus.
Knowledge in Audio Video and Conferencing solutions is a plus.
Exceptional ability to isolate issues to find the root cause and document it end to end.
Excellent time management skills.
Able to multi-task while maintaining service level agreements with business units.
Bachelor’s degree in any computer related course
Excellent verbal and written English. Must be able to explain instructions, and articulate solutions in a readily understandable fashion to customer.
Has great sense of responsibility and is able to take appropriate actions with minimal supervision.
Has strong self-initiative attitude, team player and has positive work ethics.
Exceptional attendance record.
Candidate should not have any attendance issues or any disciplinary action (internal applicants, please indicate a summary of your attendance record for the past year).
Able to work on rotating/flexible schedule 24/5.
Able to render overtime or be ON- CALL if business requires to.
Physically fit to handle heavy lifting or high demand of support for deployment, movement and setup.
If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.
About Manulife
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers. As of December 31, 2018, we had over $1.1 trillion (US$794 billion) in assets under management and administration, and in the previous 12 months we made $29.0 billion in payments to our customers.Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.Manulife is committed to supporting a culture of diversity and accessibility across the organization. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.
