IT Helpdesk  

The IT Helpdesk/Onsite Engineer is primarily responsible for handling first level technical problems and service requests in a prompt manner and within service level agreements. This relates to all technology across - workstations, servers, tablets, printers, phones, networks, vendor specific hardware & software, and general administration tasks.

Core Responsibilities:

• Attending to issues raised via end user and/or Service Desk and driving first time resolution whilst contributing to maintaining a high level of customer satisfaction.
• Communication with end users and key stakeholders as required; keeping them informed of service ticket progress, notifying them of impending changes or agreed outages/actions.
• IT support relating to technical issues involving Microsoft’s core business applications and operating systems (inclusive of macOS).
• Supporting workstation operating system (Windows 10, 8 & macOS).
• Supporting and administering Microsoft Office 365 (user/mailbox creation). • Active Directory Administration (creation of user’s accounts etc.)
• Administering and maintaining a range of networks and systems across the client environment.
• Support remote Service Desk to resolve high volume of IT issues and assist in escalations to the Senior Service Desk Engineers in a timely and professional manner.
• Work with the Service Desk to ensure requests are routed to the proper resource to be resolved within SLA’s time frames and effectively.
• Assist with patch management regimes, anti-virus deployments, software and infrastructure maintenance and upgrades as required.
• Efficient monitoring and resolution management of alerts through service tickets.
• Efficiently monitor, review and address backups, endpoint patching & Anti-Virus compliance.
• Regular maintenance and updating of documentation files.
• Enters and maintains actions into key support platforms.
• Strong Verbal & Written communication skills.
• Attends and contributes ideas at team and One on One meeting

This is for our client involved in Architecrural Solutions based in Makati.

You will thrive if you have:

• Excellent customer service and communication skills
• Reliable and professional individual, willing to go the extra step to the help users & be a team player.
• Experience working in a highly documented and process driven environment
• Experience working with equivalent PSA, RMM and document repository systems
• Minimum 2-3 years’ experience in a similar role
• Bachelor’s degree in a Computer Science or a business-related discipline
• 2 or more years of experience in a software Business Analysis and/or Quality Assurance role
• Experience with manual and/or automated application testing
• Have extensive computer software knowledge (above-average word processing knowledge, ability to create and maintain spreadsheets, database)
• Excellent communication skills, both written and verbal
• The ability to write both business and technical reports and documents
• Have a good work ethic, ready to absorb best practice from the team
• Have excellent problem-solving skills

Technical Skills Alignment:

• Strong workstation operating system knowledge (Windows 10, 8 & macOS) operating systems inclusive of support and upgrades
• Strong Microsoft Office skills • Active Directory administration
• Office 365 Administration
• MS Azure and O365 Services (Exchange Online, SharePoint online, OneDrive, Ms Teams)
• Windows Server & Virtualisation Technologies (VMware and Hyper V)
• Experience with Backup technologies – Both on premise (NAS drives) and cloud
• Infrastructure monitoring and alert management
• Basic knowledge with SCCM or other similar application and operating system deployment tools • Experience using Remote-Control Tools • Basic knowledge Networking experience – WAN an LAN connectivity / switching / firewall troubleshooting, management, security, and maintenance
• Basic experience with troubleshooting and administering Wireless Access Point’s
• Experience using ConnectWise, IT Glue and Kaseya toolsets or equivalent
• Basic experience with Anti-Virus products
• Basic experience with support of VPN, Terminal Services and Citrix access solutions
• Good server operating system knowledge
• Knowledge and experience with Autodesk suite of product

Desirable but not required

• TIL certification
• Current Microsoft, Virtualisation or Networking Certifications