IT Support Technician

THE ROLE

Our client is looking for an IT Support Technician who will be responsible for supporting all organizational systems as well as researching innovative ideas and trends to introduce leading-edge technology to the organization.

SCHEDULE: 9:00 AM – 6:00 PM Central Daylight Time (10:00 PM – 7:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Respond to all IT support tickets (ServiceNow) related to hardware and software and provide first-line support via telephone and online as necessary

·       Update all requests in the IT support system

·       Diagnose and resolve technical problems, prevent problem escalation

·       Log all requests and problems, providing trend information and solution tracking

·       Load appropriate software packages such as operating systems, networking components, and office applications

·       Assign and maintain user access to network and software, create new user profiles, and remove access as appropriate

·       Train users in learning hardware and software, as well as new company-provided applications

·       Develop support and training tools that increase system usability

·       Utilize document repository to develop both technical and end-user documentation, standard operating procedures, and process documentation

QUALIFICATIONS

·       A Bachelor’s degree in the related field is preferred

·       2 to 4 years of stable work experience building, deploying, and troubleshooting computers/systems

·       At least 2 years technical support work experience related to the diagnosis and problem resolution of computer hardware and software

·       Ability to troubleshoot computer hardware, printers, and software, and Microsoft technologies

·       Comfortable working with mission-critical and sensitive systems, with a sense of urgency appropriate to the responsibilities

·       Excellent written, verbal, and phone communication skills

·       Motivated self-starter and can work independently while maintaining patience with the constant interruptions of users in need of assistance

·       Ability to address and resolve information technology issues promptly, effectively, and independently