Respond to requests for technical assistance in person, via phone, or electronically and diagnose and resolve technical hardware and software issues
Provide user support and customer service on company-supported computer applications and platforms; troubleshoot problems and advise on the appropriate action.
Monitor and respond quickly and effectively to requests received; Ability to identify and organize tickets according to priority and forward tickets to engineers and techs
Perform installation, troubleshooting, configuration, and upgrades of hardware and software on workstations and servers (including switches, routers, access points, VPN’s and voice gateways)
Perform WAN/LAN/Server/Desktop support/maintenance and troubleshoot pc/laptop issues
Resolve connectivity issues utilizing various reporting and monitoring tools; analyse real-time network performance issues as well as update and maintain documentation related to network topology
Sets and loads computer equipment with required items and prepares computer equipment for operation; Manage PC setup and deployment for new employees / Assist with onboarding of new users using standard hardware and software (install, test and configure new workstations)
Implement and maintain physical network connectivity to the network interface of external business partners
Identify deficiencies and escalates risk and proposes innovative solutions to address the issue/problem
Maintain user authentication and ticketing system and respective logging for remote access and perform routine audits
Perform timely workstation hardware and software upgrades and Conduct/maintain system backups as necessary
Maintain inventory of all equipment, hardware and software assets as well as software licenses
Stay current with system information, changes and updates and research questions using available information resources
Able to react to change productively and handle other essential task as assigned
Bachelor’s Degree in Computer Science, Engineering or related field
At least 2-3 years of working experience and training in troubleshooting and providing help desk support
Experience in using Teamviewer or related software is preferred
Ability to adhere to standard operating procedures and able to work within standard network maintenance windows
Working knowledge of fundamental operations of relevant software, hardware and other equipment with the ability to read and comprehend instruction manuals in order to make minor repairs to computer equipment
Strong written and verbal communication skills with good customer service orientation
Proven track record in problem analysis and problem-solving
Must be able to adapt well to a fast-paced working environment, with good planning and organization skills and high stress tolerance
Keen attention to detail and strong aptitude in O.S. Repairs, Spyware removal, virus removal, hardware, troubleshoot, upgrades
Work well with a team and is able to interact with different types of people (clients / employees)
Must be willing to work inBonifacio Global City, Taguig City, mid shift/graveyard shift
