The IT Support Technician is a vital member of our Information Technology team, tasked with
providing essential IT support. The role plays a central part in maintaining a responsive and efficient IT support environment, ensuring seamless day-to-day operations. Responsible for resolving a variety of technical issues, requests and escalating complex problems as needed. Requires a hands-on approach to troubleshooting and resolving hardware, software, and network-related issues. Actively contribute to the documentation of technical procedures and user-facing guidelines to enhance knowledge sharing and facilitate efficient issue resolution. Plays a critical role in fostering a positive end-user experience while contributing to the overall functionality and security of our IT infrastructure.
- Provide quick and effective assistance with information technology systems.
- Guide end users remotely and in person through systems configuration, troubleshooting, and maintenance
- Listen attentively to end users’ questions and concerns and offer optimal solutions.
- Prioritize customer satisfaction in all communications, directing unresolved issues to next level personnel.
- Work with IT Specialists to provide end users with superior service.
- Respond to technical inquiries via email, through online chats, over the phone, or in person.
- Walk end users step-by-step through the problem-solving process.
- Help with troubleshooting hardware and software.
- Follow up with end users to ensure satisfactory service.
- Communicate end user feedback to the appropriate internal team members.
- Under direct supervision from senior team members, provide help desk support.
- Monitor and respond quickly and effectively to requests received through the IT helpdesk.
- Troubleshoot and resolve all problems encountered with hardware and software.
- Escalate requests to the appropriate party, as needed. Replace or repair defective parts and equipment.
- Provide on-site desktop/laptop support including new hardware setup, imaging, and deployment. Install and configure computer software, hardware, networks, and peripheral equipment.
- Responsible for regular desktop preventive maintenance and cleaning.
- Troubleshoot and resolve software and hardware issues quickly and efficiently.
- Document steps to help end users resolve technical problems.
- Develops and maintain technical and user facing documentations.
- Support the implementation of new solutions or applications.
- Create accounts for new users and assist with password or login problems.
- Test and evaluate new technology.
- Inventory Management of IT Equipment.
- Provide insight into technical requirements.
- Repair and replace equipment as necessary e.g., UPS Battery.
- Bachelor’s degree in related field, equivalent work experience in the IT field, and/or industry certification(s)
- Minimum of 2-3 years prior experience in a Technical Support capacity
- Exceptional Customer Service and communication skills, both verbal and written
- Experience working as an IT help desk technician or in a similar customer support role.
- Must be a self-starter with the ability to adhere to procedure.
- Strong analytical, logical thinking and problem-solving skills
- Ability to diagnose and resolve a variety of technical issues.
- Team-oriented mindset with an openness to constructive feedback
- TESDA NC2 certification
Highly preferred:
- Experience using Office 365
- Skilled in supporting Microsoft Technologies (O365, Active Directory, Azure, etc.)
- Working knowledge with various operating system and application e.g Microsoft Windows 10, 11 and Microsoft Office application
- Working knowledge (Cisco, Mikrotik, WIFI AP, Switches)
- Tech savvy, with experience working in a tech-related field.
- Eagerness to learn new technologies and systems.
- Exceptional Customer Service and communication skills, both verbal and written
- Knowledgeable about endpoint protection and associated best practices.
- Proficient with Mobile Devices, wireless networks, and peripherals such as printers, scanners, etc.
- Excellent organizational and follow-up skills with strong attention to detail
