This role will play a crucial part in ensuring responsive seamless and high-quality IT support environment. The incumbent will oversee the efficient resolution of helpdesk tickets while handling 2nd line support escalations. Requires proactive hands-on approach on issue resolution and request fulfillment. Develops technical and end user facing documentations. An integral member of the IT team responsible for the installation and maintenance of network and computer systems while supporting and enhancing cyber security posture. Core role coverage, IT support, network, systems, and service delivery.
- Provides first-line investigation and diagnosis.
- Logs relevant incident/service request details per help desk procedures.
- Resolves and closes incidents/service requests as per help desk procedures & allocated timelines.
- Works on escalated or unresolved incidents/service requests within agreed timescales.
- Communicates with end users regarding incident progress.
- Ensures helpdesk tickets are always updated until issues are resolved.
- Conducts hardware and software maintenance and support.
- Performs deployment and movement of IT assets.
- Local network support and/or assists centralized Network team.
- Manage and supports various computer peripherals, like Door Access, CCTV, printers, Conference Room equipment.
- Troubleshoot end users’ hardware and software related issues.
- Assist with the setup and maintenance of IT equipment. E.g., Quarterly Cleaning etc.
- IT Asset Management covers assigning and recovering assets, track record and reporting.
- Work with remote support teams to resolve complex issues.
- Provide training and support to end users.
- Assists in the planning and implementation of additions and modifications to the supporting field infrastructure including the installation of server and networking hardware and operating systems software and other related software as required.
- Responsible for day-to-day monitoring, technical support, and planning of all aspects of the network infrastructure (LAN/WAN/Wireless network) while ensuring IT environment is secure.
- Evaluating network performance issues including availability, utilization, throughput, and latency.
- Responsible for installation, configuration, and testing of network equipment’s.
- Taking proactive steps to ensure an appropriate level of system availability and security.
- Patch Management, Risk and vulnerability assessment and risk mitigation analysis.
- Implementation of IT security policies and procedures.
- Implements and maintains security measures to protect the company’s IT infrastructure, including firewalls, antivirus software, and access controls.
- Bachelor’s degree or relevant professional qualification.
- Minimum 5 years of work experience in an IT role in a medium to large multi-location company with an emphasis in planning and executing site needs for technology, provisioning, and services.
- Minimum 5 Years experience in Networks
- Minimum 3 years of experience providing IT services at firms that utilize hybrid identity solution(s). Understanding of Microsoft’s hybrid identity solution concepts.
- Minimum 2 years of experience with Microsoft Azure AD and Azure AD management.
- Minimum 2 years of experience in managing Windows Domains using Active Directory
- Thorough understanding of system and network including LAN/WAN device configuration (including routers and firewalls, TCP/IP Network Protocols, etc.), and computer security best practices.
- Reports On-site (not a hybrid role)
- Shifting Schedule
- Operates from Manila. Remote support to other Secret6 office sites.
Highly Desirable:
- Experience with AWS, and related cloud application infrastructure is a plus.
- Working knowledge/experience with DNS, DHCP, Active Directory, Virtualization (e.g. Hyper-V, VMWare).
- Experience with Microsoft Azure AD and Azure AD management using PowerShell scripting to manipulate AD objects along with Active Directory, Hybrid Microsoft Exchange on Premise and Office 365 is a plus.
- Exposure to a variety of technologies such web application proxies, databases, LDAP and directory services, application servers, network infrastructure, and understanding of security and dataflow within these components.
- Understanding of Microsoft Domain concepts such as Domain/Forest trusts, Replication, NTFS/ACL permissions, Group Policies, etc.
- Knowledgeable in identity management in MS Azure and Microsoft Office 365.
- Scripting ability in PowerShell desired. Experience in creating and modifying PowerShell scripts.
- Working Knowledge of Exchange systems and attributes in AD, with related support experience.
- Good working knowledge in PKI / Certificate enrolment and architecture design and support.
- Ability to work with minimal guidance and effectively manage a medium size computer network.
- Information security administration, compliance, creating, testing, and implementing business continuity and disaster recovery plans.
- Network security, wireless security, application security, infrastructure hardening and security baselines.
- Thorough understanding of Microsoft Windows Server operating systems.
- Knowledge of Microsoft Office applications (including but not limited to Excel, Visio & Project)
- Analysing Log files / Triage / troubleshooting skills. Strong analytical skills for troubleshooting and issue investigations and ability to work under pressure.
- Ability to work independently with minimal supervision.
- A+ N+ and ITIL certification a plus
